OverviewTechnical Support Engineer, Mechatronics & Sustainable Packaging (MSP CX) at Amazon.This engineering role supports a distributed Amazon network across NA and EU regions within Technical Incident Management and Engineering (TIME). The MSP CX TIME team provides support to internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders.ResponsibilitiesClose tickets and resolve customer issues on mechatronics systemsTroubleshoot robotic, mechatronic, and automation system issues to minimize downtime and optimize performanceAct as the front-line escalation point for complex technical issues, collaborating with cross-functional teams to provide solutionsProactively identify and resolve system issues using monitoring tools, reducing downtime and improving operational efficiencySeek solutions to customer needs and propose improvements based on feedbackDevelop and implement standard operating procedures to enhance efficiencyIntegrate customer feedback into continuous service improvementsImplement problem management procedures, including escalation paths for technical and operational issuesLead root cause analysis and implement preventive measuresBuild strong working relationships with operations and maintenance partnersProvide requirements and articulate the \"voice of the customer\" to development and support teamsTravel up to 10% as required for on-site support and collaborationBasic QualificationsBS in Engineering, Computer Science, or related field2+ years of experience in technical support within an engineering or automation environment, with direct customer interactionExperience providing real-time IT/networking support and/or robotics support in an industrial automation settingPreferred QualificationsAbility to lead complex technical discussions with software engineers, hardware engineers, technicians, and operatorsProven problem-solving and analytical skillsAbility to troubleshoot and identify the root cause of issues, drive improvements, and implement preventive measuresAbility to manage multiple high-priority tasks simultaneouslyAbility to work independently with limited supervisionFamiliarity with baseline electrical/mechanical architecture of industrial automation systemsKnowledge and/or working experience with networking and product ITExperience with networking technologies (TCP/IP, DNS)Familiarity with AWS or other cloud technologiesKnowledge and/or working experience with relational database management systems (MySQL, PostgreSQL, etc.)Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Company - Amazon EU SARL (UK Branch)Job ID: A3103986 #J-18808-Ljbffr