Technical Support Engineer, Technical Incident Management and Engineering

A global technology company leading in e-commerce, cloud computing, and artificial intelligence
DevOps
Mid-Level Software Engineer
In-Person
5,000+ Employees
3+ years of experience
Enterprise SaaS · Robotics
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Description For Technical Support Engineer, Technical Incident Management and Engineering

Join Amazon's Fulfillment Technologies & Robotics team as a Technical Support Engineer focusing on Mechatronics and Sustainable Packaging. This role supports a distributed Amazon network across NA and EU regions, working on night shift (3:00 PM EST to 1:00 AM EST, 4 days/week). You'll be part of the MSP CX Technical Incident Management and Engineering team, responsible for supporting internal fulfillment and transportation network customers using advanced robotics technology.

You'll work directly with hardware engineers, regional support managers, and maintenance teams to maximize advanced robotics systems performance. The role involves developing monitoring tools, managing escalated problems, implementing standard procedures, and ensuring continuous service improvement through customer feedback.

This position offers the opportunity to work with cutting-edge robotics technology in Amazon's fulfillment centers, developing deep technical expertise while solving complex, time-sensitive problems. You'll be responsible for creating monitoring systems, developing metrics, and producing regular performance reports while working in a fast-paced, high-throughput environment.

The ideal candidate combines strong technical skills with excellent problem-solving abilities and can work independently in ambiguous situations. You'll need to effectively communicate with various stakeholders, from software engineers to operators, while managing multiple high-priority tasks simultaneously.

This role is perfect for someone who is passionate about robotics, enjoys problem-solving through teamwork, and wants to see their work's direct impact on Amazon's global operations. You'll be at the forefront of implementing and supporting advanced robotics technology that transforms customer experiences in the e-commerce space.

Last updated 3 months ago

Responsibilities For Technical Support Engineer, Technical Incident Management and Engineering

  • Develop metrics and tools to proactively monitor system performance
  • Proactively detect and resolve issues through monitoring systems and alerts
  • Develop and implement standard operating procedures and customer feedback mechanisms
  • Lead problem management, root cause analysis, and preventative measure ideation
  • Develop command-line and SQL scripts for support teams
  • Build effective working relationships with operations and maintenance partners
  • Provide requirements and customer feedback to development teams
  • Up to 10% travel required

Requirements For Technical Support Engineer, Technical Incident Management and Engineering

Python
Java
JavaScript
MySQL
PostgreSQL
  • BS in Engineering, Computer Science, or related field
  • Experience providing technical customer support
  • Knowledge of relational database management systems (MySQL, PostgreSQL)
  • Ability to work independently with limited supervision
  • Ability to manage multiple high-priority tasks simultaneously

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