Technical Support Specialist
3 weeks ago
We are seeking a highly skilled Technical Support Engineer to join our Amazon Robotics Technical Support team. As a Technical Support Engineer, you will be responsible for providing technical support and troubleshooting for our robotic systems.
Key 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.
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.
Requirements- 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.
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.
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