Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

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.

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 manager.
- Use Change Management best practices to create, approve and implement changes within the Amazon Robotics environment.

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.

About the team
We are a global team of robotic system specialists in the US and EU who are looking to extend our 24*7 coverage by starting a new and expanding team in Australia. 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.

We are open to hiring candidates to work out of one of the following locations:

Melbourne, VIC, AUS

- Experience troubleshooting and debugging systems, service or platforms.
- Networking Knowledge.
- Unix Knowledge.
- SQL Knowledge.

- Be Curious. Amazon Robotics is comprised of a varied number of highly complex systems. Developing a detailed understanding of these systems will be key when troubleshooting the various situations that you will be faced with. You must be able to demonstrate when your curiosity and proactive learning has helped you deliver improved service for customers.
- Knowledge of linux/unix systems, know how to work with databases and pull data, understand how networks operate.
- Experience reading and writing automation scrips.
- Extensive experience explaining technical details in a way that is equally understood by a technical and non-technical audience.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.