Manager, Technical Support, Robotics Technical Support

Overview
Manager, Technical Support, Amazon Robotics Technical Support — Amazon is seeking a talented technical people leader with a passion for technology, curiosity for how things work, and the drive to tackle challenges in a deeply complex, rewarding environment.
This role leads a Melbourne-based team of skilled support engineers delivering remote technical support via tickets, phone, and chat.
It offers a mature, solutions-focused environment with opportunities to influence state-of-the-art robotics and related technologies across Amazon fulfillment worldwide.
Responsibilities
Manage, recruit, interview, hire, coach, and mentor your team of high-performing support engineers.
Create and maintain a healthy, inclusive, and supportive work environment that promotes collaboration and growth.
Implement and align departmental objectives with company-wide initiatives to enhance reliability of Amazon's robotics infrastructure, minimize faults, reduce incident resolution times, and drive lasting solutions that improve inventory processing and movement across the network.
Identify challenges, develop solutions, and drive continuous improvement in processes and team performance.
Review employee performance and team systems, identify trends, and recommend improvements to drive operational excellence.
Support critical escalations: act as an escalation point and incident manager during high-severity events, ensuring timely and effective resolution.
Partner with global teams to ensure alignment, share best practices, and contribute to broader organizational success.
Basic Qualifications
2+ years of management or team leadership experience in a complex technical support environment from medium to large enterprise.
3+ years of hands-on technical engineering experience in fields such as systems administration, networking, robotics, or software support.
Proven track record in the design, implementation, and optimization of metrics, KPIs, and SLAs within a large enterprise setting.
Proven ability to evaluate processes, identify trends, and develop effective solutions.
Experience leading high-severity incident restoration efforts as a technical lead or Incident Manager.
Bachelor's degree in Computer Science, Information Technology, or a related field.
Preferred Qualifications
4+ years of technical support management or team leadership experience in a diverse, complex technical environment.
3+ years of hands-on experience as a technical engineer in fields such as systems administration, networking, robotics, or software support.
Certifications in broad technical domains (e.g., Networking, Telecommunications, Cybersecurity, Cloud technologies) such as AWS Certified Solutions Architect, Cisco CCNA/CCNP, CompTIA Security+, CISSP.
Service/Project Management certifications such as ITIL.
Proven ability to bridge technical expertise and leadership, enabling effective team guidance during complex incidents and technical escalations.
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.
EEO and Hiring Information
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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 the Amazon accommodations site for more information.
If the country or region you're applying in isn't listed, please contact your Recruiting Partner.
Job Details
Job ID: A3053116
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology, Consulting, and Engineering
Industries: Software Development
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