Technical Support Specialist

2 weeks ago

Melbourne, Victoria, Australia Amazon Full time

This is a Technical Support Engineer, Amazon Robotics Technical Support role with Amazon, a leading company in Australia. The team is growing rapidly, and this is an opportunity to join at the right time.

**Key Responsibilities:**

Deep-dive, analyze, mitigate or resolve technical issues escalated by 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 high-severity incidents around Amazon's Product Fulfilment & Sortation facilities.

Manage high-severity calls, communicating and troubleshooting directly with customers. This may require coordinating real-time service restoration between multiple teams and acting as a central incident manager.

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

**About the Team:**

We are a global team of robotic system specialists in the US and EU, expanding our 24/7 coverage by starting a new team in Australia. We provide remote technical support via tickets, phone, and chat mediums.

We are curious about solving new and complex problems every day 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.

**Basic Qualifications:**

Experience troubleshooting and debugging systems, services, or platforms.

Networking knowledge.

Unix knowledge.

SQL knowledge.

**Preferred Qualifications:**

Be curious and proactive in learning about complex systems.

Knowledge of Linux/Unix systems, working with databases, and understanding networks.

Experience reading and writing automation scripts.

Extensive experience explaining technical details to both technical and non-technical audiences.

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