Amazon Technical Support Engineer Mechatronics & 

United Kingdom, England, London 

552831840

In this role on the MSP CX team, you will work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.You will manage problems escalated from sites, develop metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports. You will also develop and implement standard operating procedures and feedback mechanisms that ensure the MSP CX team is constantly gathering customer feedback and using that feedback to improve service. You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.Shifts: 5AM - 3PM GMT, Sunday through Wednesday or Wednesday through Saturday 10 hours a day/ 4 days a week. One additional hour Wednesday 6PM- 7PM GMT for staff meeting.Key job responsibilities
-Develop metrics and tools to proactively monitor system performance, push alerts, and to provide daily, weekly, and monthly reports-Proactively detect and resolve issues through the use of monitoring systems and alerts-Develop and implement problem management procedures including escalation paths for technical and operational issues-Lead problem management, root cause analysis, and preventative measure ideation-Build an effective working relationship with operations and maintenance partners-Provide requirements and “voice of the customer” feedback to development and support teams

- BS in Engineering, Computer Science, or related field
- +1 years of industry experience (apart from internships) providing technical customer support
- +1 years with relational database management systems (MySQL, Oracle, etc.)
- +1 years of industry experience (apart from internships) in Technical Incident Management and Engineering

- Proven problem solving and analytical skills
- Proven 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
- Ability to lead complex technical discussions with a variety of groups including software engineers, hardware engineers, technicians, and operators
- Knowledge and/or working experience with networking and product IT
- Familiarity with AWS or other cloud technologies
- Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++) or Networking Technologies (TCP/IP, DNS)