Sr. Technical Support Engineer, Amazon Robotics Technical Support

Job Description

Amazon Robotics is seeking exceptional individuals to support the Amazon Robotics system through driving improvements and new product support.

Requirements

• Degree in Engineering, Computer Science or related technical field
• 3-5+ years of experience delivering direct customer support
• Strong technical communication and analytical skills
• Proven ability to lead complex technical discussions
• Ability to prioritize and manage multiple high-priority tasks
• Familiarity with AWS or other cloud technologies
• Knowledge and/or working experience with Linux and Relational Database Management Systems
• Proven ability to troubleshoot and identify root causes of issues
• Ability to work independently and proceed with objectives without supervision

Responsibilities

• Drive collaboration with Support, Software, Hardware and System Engineering teams
• Develop procedures and tools to support new and existing solutions
• Develop command-line and SQL scripts for support teams
• Proactively detect and resolve issues through monitoring systems
• Drive Support requirements during development of new products
• Develop training documentation and provide mentoring to new Engineers
• Own and drive Root Cause Analysis for critical issues
• Actively seek solutions to customer needs and communicate trends to leadership
• Be an escalation resource within the team

Benefits

• Medical, dental, and vision coverage (multiple plan options)
• Health savings and flexible spending accounts
• 24/7 Employee Assistance Program for mental health support
• 401(k) with company match and various investment choices
• Company-paid life/AD&D and disability insurance
• Restricted stock units (RSUs) for employee ownership
• Child care and elder care referrals, adoption assistance
• Paid maternity and parental leave (including Ramp Back)
• Paid time off (PTO) and company holidays
• Employee discount on Amazon.com products
• Career Choice program (95% tuition and textbook coverage)