Technical Support Engineer, Amazon Robotics Technical Support (ARTS)
Amazon
DESCRIPTION
Working (and On-Call) Shift: Tues-Sat 9-5 pm EST
Are you inspired by invention? Is problem-solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Amazon Robotics are seeking candidates with a passion for learning, technology, and complexity that are always curious how things really work to join our rapidly expanding Robotics Technical Support team as an Engineer.
Please note as a part of this role you will be expected to work a 5 day work week, of which 1 day of which will be over the weekend to ensure critical 24 hour global support coverage.
Key job responsibilities
Key Role Responsibilities:
- Deep-dive, analyze, mitigate or resolve technical issues that are escalated by the various Amazon Robotics Facilities.
- Utilize multiple data sources, dashboards and logs to pinpoint and resolve software/hardware defects, inconsistencies or bugs.
- Collaborate with development/software teams to navigate complex situations and create viable solutions for customers.
- Engage with often drive high severity incidents around Amazon’s Product Fulfilment & Sortation facilities.
- Manage high severity calls, communicating and troubleshooting directly with customers. This activity will, at times require you coordinate real-time service restoration between multiple teams and act as a central incident lead.
- Use Change Management best practices to create, and implement changes within the Amazon Robotics environment.
About the team
We are a global team of robotic system specialists in the US, EU and Asia-Pacific who are looking to extend our 24*7 coverage. We provide remote technical support via tickets, the phone and chat mediums. We are curious about solving new and complex problems everyday and always want to delight our customers. We have a robust internal training program and will provide onsite and remote mentors, as well as training at customer sites.
BASIC QUALIFICATIONS
- 2+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
PREFERRED QUALIFICATIONS
- Knowledge of web services, distributed systems, and web application development
- Experience troubleshooting & maintaining hardware & software RAID
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.