Overview

Technical Incident Management and Engineering (TIME)

This position is an engineering role supporting a distributed Amazon network across NA and EU regions. Front-Half Night Shift (Sunday - Wednesday) 10 Hours a day/ 4 days a week 5:00AM GMT to 3:00PM GMT. One additional hour from 1pm - 2pm EST Wednesday for all-team meeting.

As part of the Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team, you will provide support to internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders. In this role, you will collaborate with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to optimize the performance of advanced robotics systems.

You will troubleshoot software and hardware escalations, including robotic faults, network issues, and automation failures. You will lead escalations, drive troubleshooting efforts, and coordinate with development teams and vendors to resolve complex technical issues. Additionally, you will develop and implement standard operating procedures and feedback mechanisms that ensure the MSP CX team continuously gathers customer feedback and uses it to improve service. You are expected to work independently and navigate ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is essential.

Responsibilities

• Close tickets and resolve customer issues on mechatronics systems
• Troubleshoot and resolve robotic, mechatronic, and automation system issues to minimize downtime and optimize performance
• Act as the front-line escalation point for complex technical issues, collaborating with cross-functional teams to provide solutions
• Proactively identify and resolve system issues using monitoring tools, reducing downtime and improving operational efficiency
• Seek solutions to customer needs and propose improvements based on feedback
• Develop and implement standard operating procedures to enhance efficiency
• Integrate customer feedback into continuous service improvements
• Implement problem management procedures, including escalation paths for technical and operational issues
• Lead root cause analysis and implement preventive measures
• Build strong working relationships with operations and maintenance partners
• Provide requirements and articulate the "voice of the customer" to development and support teams
• Travel up to 10% as required for on-site support and collaboration

Basic Qualifications

• BS in Engineering, Computer Science, or related field
• 2+ years of experience in technical support within an engineering or automation environment, with direct customer interaction
• Experience providing real-time IT/networking support and/or robotics support in an industrial automation setting

Preferred Qualifications

• Ability to lead complex technical discussions with software engineers, hardware engineers, technicians, and operators
• Proven problem-solving and analytical skills
• Ability to troubleshoot and identify the root cause of issues, drive improvements, and implement preventive measures
• Ability to manage multiple high-priority tasks simultaneously
• Ability to work independently with limited supervision
• Familiarity with baseline electrical/mechanical architecture of industrial automation systems
• Knowledge and/or working experience with networking and product IT
• Experience with networking technologies (TCP/IP, DNS)
• Familiarity with AWS or other cloud technologies
• Knowledge and/or working experience with relational database management systems (MySQL, PostgreSQL, etc.)

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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