Robotics Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

Service Restoration: Deep-dive into and resolve technical issues via our in-house ticketing system. Utilize various data sources and logs to identify hardware or software faults within the Amazon Robotics environment, including addressing robotics performance issues, server issues affecting robot navigation, and robotic station malfunctions.
- Collaboration: Collaborate with on-site robotics technicians and engineers, guiding their troubleshooting efforts, and partner with software development engineers who create the code that powers the robots, ensuring seamless integration and functionality across all systems.
- High Severity Calls: When critical issues affecting the customer experience occur, you will be directly involved, participating in live troubleshooting sessions via conference bridge, coordinating resolution efforts, and escalating as needed. Utilizing various data sources such as logs, dashboards, and data dumps, you will identify problematic components within the robotics infrastructure and develop mitigation plans.
- Process Improvement and Automation: Contribute to the continual improvement of our processes and procedures, participate in internal projects, and help make things better for our team and, in turn, our customers.

About the team
We are Amazon's top-tier Robotics problem solvers. As a global team of robotic systems specialists across the US, EU, and APAC, we are continuing to grow our presence in London to support our 24/7 global coverage.

In this role, you will provide remote technical support through tickets, phone, and chat. To set you up for success, we offer comprehensive internal training, hands-on mentorship both onsite and remotely, and additional training at customer locations.

Please note: This position requires a 5-day workweek, with one of those days scheduled over the weekend (either a Saturday or a Sunday) to ensure seamless 24/7 global support coverage.

Relevant Bachelor's degree, or equivalent combination of education and experience.
- Three years of technical support experience supporting enterprise systems, platforms, or applications in a first-line (or above) operations team (the focus should be on troubleshooting and root-causing issues, not necessarily system configuration).
- Excellent verbal and written communication skills, including communication to various levels of customers/leadership and experience with authoring product knowledge base content.
- Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards and responding to service alerts/alarms.
- Demonstrated proficiency with Linux and running SQL queries, Master's degree in a relevant technical field.
- Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
- Active technical certifications in one or more relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).
- Understanding of project and change management methodologies and best practices.
- Scripting knowledge in any programming language, with previous experience automating tasks via scripts.

Are you a Support Engineer eager for more challenging and impactful work? Do you thrive on solving complex technical problems and putting customers first? If so, Amazon has the perfect opportunity for you.

Amazon Robotics is expanding its Technical Support Engineering team in London, and we're looking for talented engineers to join us. Our team combines technical expertise, customer obsession, and problem-solving prowess to keep over one million Amazon robots running 24/7.

Worried about your lack of robotics experience? Don't be! We'll build on your existing technical expertise and provide the training you need to succeed. Join us at Amazon Robotics and see how your work can make a real difference!, Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.