Technical Support Engineer
Boston (Middlesex) IT development
Job description
DESCRIPTION
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
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 4 day weekend shift schedule covering Thursday-Sunday 10am-8pm.