Sr. Technical Support Engineer, Amazon Robotics Technical Support

Amazon Robotics designs, manufactures and implements robotic technologies within fulfillment centers at the heart of Amazon’s core business. We are seeking exceptional and self-motivated individuals to support the Amazon Robotics system – driving improvements to the performance and support of products, systems and tools.

In this role, you will apply technical and functional subject matter expertise to resolve complex and critical issues, develop Support processes and tools and drive new product support. Successful candidates will possess strong problem solving, customer obsession, strong ownership, process design, leadership, technical learning capabilities, ability to establish priorities, work independently, and proceed with objectives without supervision. This role requires a strong passion for robotic technology and a desire to drive long-term improvements through collaboration with Engineering and Operations teams.

Key job responsibilities
Key job responsibilities
* Drive Collaboration with Support, Software, Hardware and System Engineering teams to resolve complex issues escalated from internal technical support groups.
* Apply broad understanding of technology and users to create procedures and tools to support both new and existing solutions.
* Develops command-line and SQL scripts for use by Support teams.
* Proactively detects and resolves issues through the use of monitoring systems and alerts.
* Drive Support requirements during development of new products and technology.
* Develop training documentation and provide mentoring to new Engineers.
* Own and drive Root Cause Analysis (RCA), including preventive measures, for critical issues.
* Actively seek solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
* Build up to be an escalation resource within our team

Basic Qualifications

- Degree in Engineering, Computer Science or related technical field and 3-5+ years of experience delivering direct customer support
- Strong Technical communication and analytical skills
- Proven ability to lead complex technical discussions with key stakeholders of all levels
- Proven ability to prioritize and manage multiple high-priority tasks simultaneously
- Familiarity with AWS or other cloud technologies
- Knowledge and/or working experience with Linux (RHEL, Ubuntu)
- Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
- Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures
- Ability to establish priorities, work independently, and proceed with objectives without supervision.

Preferred Qualifications

- Experience scripting in modern programming languages
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience driving collaborative projects from conception to delivery
- Experience with data infrastructures: relational analytic DBMS, Elastic-Search, and Big Data EMR/EC2/Glue/Lambda

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

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 $81,400/year in our lowest geographic market up to $182,000/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.