Amazon Robotics Technical Support Engineer Amazon ARTS 

United Kingdom, England, London 

555097491

Key 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.In this role, you will provide remote technical support through tickets, phone, and chat. To set you up for success, we offer comprehensive internal training, hands-on mentorship both onsite and remotely, and additional training at customer locations.Please note: This position requires a 5-day workweek, with one of those days scheduled over the weekend (either a Saturday or a Sunday) to ensure seamless 24/7 global support coverage.

- 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.