Technical Support Engineer , The Mechatronics &Sustainable Packaging Customer Experience (MSP CX)

This position is an engineering role supporting a distributedAmazon network across NA and EU regions.

Areyou inspired by invention? Is problem solving through teamwork inyour DNA? Do you like the idea of seeing how your work impacts thebigger picture? Answer yes to any of these and you'll fit right inhere at Fulfillment Technologies & Robotics. We are a smartteam of doers who work passionately to apply cutting edge advancesin robotics and software to solve real-world challenges that willtransform our customers' experiences in ways we can't even imageyet.

The Mechatronics & SustainablePackaging Customer Experience (MSP CX) Technical IncidentManagement and Engineering (TIME) team is responsible for providingsupport to internal fulfillment and transportation networkcustomers that rely on advanced robotics technology to fulfill andship customer orders.

In this role on the MSPCX team, you will work directly with hardware engineers, regionalsupport managers, operations leaders, and site-level maintenanceteams to maximize the performance of advanced robotics systems. Youwill develop deep technical and functional subject matter expertisethat will enable you to work directly with our fulfillment centeroperators and maintenance teams to solve complex and time-sensitiveproblems.

You will manage problems escalatedfrom sites, develop metrics and software tools to proactivelymonitor system performance, push threshold-based alerts, andproduce daily, weekly, and monthly reports. You will also developand implement standard operating procedures and feedback mechanismsthat ensure the MSP CX team is constantly gathering customerfeedback and using that feedback to improve service. You areexpected to be able to work independently and with ambiguity in acomplex, fast-paced, and high-throughput environment wheremulti-tasking is required.

Shifts: 5AM - 3PMGMT, Sunday through Wednesday or Wednesday through Saturday 10hours a day/ 4 days a week. One additional hour Wednesday 6PM- 7PMGMT for staff meeting.

Key jobresponsibilities
-Develop metrics and tools toproactively monitor system performance, push alerts, and to providedaily, weekly, and monthlyreports

-Proactively detect and resolve issuesthrough the use of monitoring systems andalerts

-Develop and implement standardoperating procedures and customer feedbackmechanisms

-Actively seek solutions tocustomer needs and propose solutions based on customerfeedback

-Develop and implement problemmanagement procedures including escalation paths for technical andoperational issues

-Lead problem management,root cause analysis, and preventative measureideation

-Develop command-line and SQL scriptsfor use by support teams

-Build an effectiveworking relationship with operations and maintenancepartners

-Provide requirements and "voice ofthe customer" feedback to development and supportteams

About the team
We care aboutyour career aspirations and tailor your development to your uniqueabilities. We want you to grow and progress in Amazon. We willfacilitate your growth through an increase in scope of the projectsyou work on over time, and include in projects for partner teams toexperience new and interesting challenges. In this role, you'llhave the opportunity to work on operational readiness, softwaredevelopment and testing, driving operational excellence andcross-cutting initiatives among others.
BASICQUALIFICATIONS - BS in Engineering, Computer Science, orrelated field
- +1 years of industry experience (apartfrom internships) providing technical customer support
-+1 years with relational database management systems (MySQL,Oracle, etc.)
- +1 years of industry experience (apartfrom internships) in Technical Incident Management andEngineering
PREFERRED QUALIFICATIONS -Proven problem solving and analytical skills
- Provenability to troubleshoot and identify the root cause of issues,drive improvements, and implement preventive measures
-Ability to manage multiple high-priority taskssimultaneously
- Ability to work independently withlimited supervision
- Ability to lead complex technicaldiscussions with a variety of groups including software engineers,hardware engineers, technicians, and operators
-Knowledge and/or working experience with networking and productIT
- Familiarity with AWS or other cloudtechnologies
- Demonstrated experience in one or more ofthe following additional areas: Coding Languages (Java, C++) orNetworking Technologies (TCP/IP, DNS)

Amazonis an equal opportunities employer. We believe passionately thatemploying a diverse workforce is central to our success. We makerecruiting decisions based on your experience and skills. We valueyour passion to discover, invent, simplify and build. Protectingyour privacy and the security of your data is a longstanding toppriority for Amazon. Please consult our Privacy Notice() to know more about how wecollect, use and transfer the personal data of ourcandidates.

Amazon is committed to a diverseand inclusive workplace. Amazon is an equal opportunity employerand does not discriminate on the basis of race, national origin,gender, gender identity, sexual orientation, protected veteranstatus, disability, age, or other legally protected status. Forindividuals with disabilities who would like to request anaccommodation, please visit