Amazon Technical Support Engineer Amazon Robotics ARTS 

Australia, Victoria, Melbourne 

405495960

Intro StatementKey job responsibilities
- High Severity Calls: When critical issues affecting the customer experience occur, you will be directly involved, participating in live troubleshooting sessions via conference bridge, coordinating resolution efforts, and escalating as needed. Utilizing various data sources such as logs, dashboards, and data dumps, you will identify problematic components within the robotics infrastructure and develop mitigation plans.
About the teamPlease note that as part of this role you will be expected to work a 5-day work week, one day of which will be over the weekend to ensure critical 24-hour global support coverage. While you are “on call” for high severity events during your shift, unlike many technical support roles, our TSE role requires no out-of-hours on call!

- Relevant Bachelor’s degree, or equivalent combination of education and experience.
- Three years of technical support experience supporting enterprise systems, platforms, or applications in a first-line (or above) operations team (the focus should be on troubleshooting and root-causing issues, not necessarily system configuration).
- Excellent verbal and written communication skills, including communication to various levels of customers/leadership and experience with authoring product knowledge base content.
- Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards and responding to service alerts/alarms.
- Demonstrated proficiency with Linux and running SQL queries

- Master’s degree in a relevant technical field.
- Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
- Active technical certifications in one or more relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).
- Understanding of project and change management methodologies and best practices.
- Scripting knowledge in any programming language, with previous experience automating tasks via scripts.