Robotics Technical Support Engineer, Amazon Robotics Technical Support (ARTS)
DESCRIPTION
Are you an engineer looking for more challenging and impactful work? Do you thrive on solving complex technical problems while keeping customer success at the forefront? If so, Amazon has the perfect opportunity for you!
Amazon Robotics is growing its Technical Support Engineering team in London, and we're looking for talented engineers to join us. Our team brings together deep technical expertise, a passion for problem-solving, and a commitment to operational excellence-keeping over one million Amazon Robotics systems running 24/7.
New to robotics? No problem! We value your strong technical expertise in other domains and provide the training you need to succeed. Join us at Amazon Robotics and see how your work can drive innovation and make a real impact!
Key job responsibilities
Service Restoration: Investigate and resolve technical issues through our in-house ticketing system. Leverage data sources and logs to diagnose hardware or software faults within the Amazon Robotics environment, including robotics performance issues, server disruptions affecting robot navigation, and robotic station malfunctions.
Collaboration: Work closely with on-site robotics technicians and engineers, guiding their troubleshooting efforts. Partner with software development engineers to ensure seamless integration and functionality of the code that powers our robotic systems.
High-Severity Calls: Play a key role in resolving critical issues impacting the customer experience. Participate in live troubleshooting sessions via conference bridge, coordinate resolution efforts, and escalate when necessary. Use logs, dashboards, and data dumps to pinpoint problematic components and develop mitigation strategies.
Process Improvement & Automation: Drive continuous improvement by refining processes and procedures, contributing to internal projects, and identifying opportunities for automation-enhancing efficiency for both our team and 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 expanding our presence in London to support our 24/7 global operations.
In this role, you will provide remote technical support through tickets and voice communication, ensuring the reliability and performance of our robotics systems. To set you up for success, we offer comprehensive internal training, hands-on mentorship both onsite and remotely, and additional training at customer locations.
Work Schedule & Remote Policy:
This is a full-time, five-day workweek role, with one of those days being a Saturday or Sunday to help maintain seamless 24/7 support.
In line with Amazon's Return to Office policy, this role includes a combination of office and remote work.
BASIC QUALIFICATIONS
- 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
PREFERRED QUALIFICATIONS
- 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.
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