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

City Of Westminster, London
Amazon TA
Amazon Robotics is seeking candidates with a passion for technology, that can easily make connections, are always curious how things really work, and are up for the challenge found in a deeply complex, but very rewarding Robotics environment.

Key job responsibilities
As parts of ARTS (Amazon Robotics Technical Support) :

– You will deep-dive, analyse, mitigate or resolve technical issues that are escalated by the various Amazon Robotics Facilities. You will use multiple data sources, dashboards and logs to pinpoint software/hardware defects, inconsistencies or bugs and will be directly involved with resolving them. On occasion, you will have to collaborate with various development/software teams to navigate complex situations and create viable solutions for our customers.
– You will engage with (and drive) high severity incidents around Amazon’s Product Fulfilment & Sortation facilities. You will set up and manage high severity calls and directly communicate and troubleshoot with the customer until the situation is mitigated. This activity will, at times require you coordinate real-time service restoration between multiple teams and act as a central point (incident manager) to reduce the duration and severity of the business impact.
– Lastly you will use Change Management best practices to create, approve and implement changes within the Amazon Robotics environment.

Please note that this role includes 1 working day over the weekend!
BASIC QUALIFICATIONS – Bachelor’s degree in Engineering, Computer Science or other relevant IT degree.
– Experience troubleshooting software applications, platforms or cloud services.
– Technical background from working in Service Operations Technical Support Environment in a domain such as : Networking (Routing, Switching, Wireless etc), Telecommunications (VoIP etc), Cybersecurity or Cloud (AWS etc).
– Able to communicate effectively in English, within technical and business settings.
PREFERRED QUALIFICATIONS – Be technically inclined and have a technical background. Amazon Robotics is comprised of a varied number of complex systems. Developing a good understanding of these systems will be key when troubleshooting the various situations that you will be faced with. Our engineers usually have a good understanding of linux/unix systems, know how to work with databases and pull data, understand how networks operate and can read and occasionally write automation scrips.
– Be an excellent communicator, as every day you will interact (by phone, direct messaging or e-mail) not only with internal clients but also with other global teams as you work to resolve complex situations. Be prepared to explain technical details in a way that is equally understood by a technical and non-technical audience. We’ve found that prior customer facing roles can have an advantage in this role.

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