Technical Support Engineer

Job description

DESCRIPTION

Technical Support Engineer | Amazon Robotics | New Graduates
Remote and/or Westborough, MA

Amazon Robotics designs, manufactures and implements cutting edge technologies within fulfillment centers at the heart of Amazon’s core business.

We are seeking exceptional and self-motivated individuals to support the Amazon Robotics system - ensuring optimal performance, uptime and reliability of critical global operations.

In this role, you will diagnose and resolve high-impact issues impacting Amazon’s operations, utilizing advanced trouble-shooting tools and procedures. Successful candidates will possess a blend of strong technical aptitude, trouble-shooting capabilities and customer-facing skills, along with a passion for cutting edge technology.

Job Responsibilities
· Leverage Support processes, systems and tools to resolve a variety of technical problems
· Own problems through resolution, engaging technical subject matter experts as needed
· Manage, prioritize, and respond to cases within defined SLA’s
· Provide technical guidance to Fulfillment Center (FC) Operations team to troubleshoot operational challenges
· Provide prompt, efficient, detailed, customer-oriented service to our internal Amazon Customer
· Execute command-line and SQL scripts
· Monitor queues and respond to issues within defined SLAs
· Create and maintain problem resolution procedures and identify need for new tools to support existing solutions
· Make configuration changes and perform change management activities
· May become a subject matter expert in one or more areas, serving as a point of escalation on critical issues
· Participate in communication with SW Engineering teams

PREFERRED QUALIFICATIONS

· Knowledge and/or working experience with networking and other IT infrastructure
· Unix/Python Shell Scripting skills
· Exposure to high-level programming languages (Java, C++)
· Proven ability to troubleshoot and identify the root cause of issues
· Proven ability to manage time allocated to specific tasks and escalations

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Desired profile

BASIC QUALIFICATIONS

· Bachelor’s degree in Engineering, Computer Science or related technical field and 2+ years’ experience delivering direct customer support or Master’s degree in Engineering, Computer Science or related technical field
· Technical problem-solving and analytical skills
· Excellent written and oral communications skills with the ability to communicate effectively with both technical and non-technical stakeholders
· Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
· Knowledge and/or working experience with Linux (RHEL, Ubuntu)
· Ability to work a scheduled shift (may include weekends and/or evenings)