Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

Description

Working (and On-Call) Shift: Sun-Thurs (9-5 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 in Unix
• Experience troubleshooting and debugging technical systems

Preferred Qualifications
• Knowledge of web services, distributed systems, and web application development
• Knowledge of networking protocols such as HTTP, DNS and TCP/IP
• Knowledge of constructing and running SQL queries

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $67,200/year in our lowest geographic market up to $150,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Company – Amazon.com Services LLC

Job ID: A2900972