Technical Support Engineer, Amazon Robotics Technical Support Specialist

2 days ago


Melbourne, Victoria, Australia Amazon Support Services Pty Ltd - D05 Full time

At Amazon Support Services Pty Ltd - D05, we are seeking a talented Technical Support Engineer to join our rapidly expanding Robotics Technical Support team as an Engineer. As a key member of our team, you will play a vital role in providing exceptional technical support and services to our customers.

About the Role

The ideal candidate will have experience troubleshooting and debugging systems, service or platforms, and possess strong networking knowledge, Unix knowledge, and SQL knowledge. You will be responsible for:

  • Deep-diving into complex technical issues, analyzing them, mitigating or resolving them, and escalating them when necessary;
  • Utilizing multiple data sources, dashboards, and logs to pinpoint and resolve software/hardware defects, inconsistencies, or bugs;
  • Collaborating with development/software teams to navigate complex situations and create viable solutions for customers;
  • Engaging with high-severity incidents around Amazon's Product Fulfilment & Sortation facilities;
  • Managing high-severity calls, communicating and troubleshooting directly with customers, and coordinating real-time service restoration between multiple teams and acting as a central incident manager;
  • Using Change Management best practices to create, approve, and implement changes within the Amazon Robotics environment;

As part of this role, you will be expected to work a 5-day work week, with one day over the weekend, to ensure critical 24-hour global support coverage. We are a global team of robotic system specialists who provide remote technical support via tickets, phone, and chat mediums.

We are open to hiring candidates to work out of Melbourne, VIC, AUS. If you are a curious problem-solver who is passionate about learning and technology, and you thrive in a fast-paced environment, we encourage you to apply.

About Us

We are a dynamic team that is always looking for new ways to improve our services and deliver exceptional customer experiences. Our team members are experts in their fields, and we offer extensive training programs to help you develop your skills and advance your career. In return, we ask that you demonstrate your passion for delivering high-quality services, teamwork, and a commitment to excellence.

Our Benefits

We offer a competitive salary package, including a base salary of AU$120,000 per annum, plus superannuation, and generous leave entitlements. We also provide opportunities for professional growth and development, and a fun and supportive work environment.



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