Technical Support Engineer, Technical Incident Management and Engineering

- BS in Engineering, Computer Science, or related field
- Experience providing technical customer support
- Knowledge and/or working experience with relational database management systems (MySQL, PostgreSQL, etc.)
- 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 (software engineers, hardware engineers, technicians, and operators)
- Familiarity with baseline electrical/mechanical architecture of industrial automation systems
- Knowledge and/or working experience with networking and product IT
- Familiarity with AWS or other cloud technologies
- Demonstrated experience in Coding Languages (Java, Python, JavaScript, etc.) or Networking Technologies (TCP/IP, DNS)

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Job summary
Technical Support Engineer - Mechatronics and Sustainable Packaging
Technical Incident Management and Engineering

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

Night Shift: 10 Hours a day/ 4 days a week 3:00pm EST to 1:00 AM EST. One additional hour from 1pm - 2pm EST Wednesday for all-team meeting.

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Fulfillment Technologies & Robotics. We are a smart team of doers who work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet.

The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team is responsible for providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders.

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.

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 standard operating procedures and customer feedback mechanisms

-Actively seek solutions to customer needs and propose solutions based on customer feedback

-Develop and implement problem management procedures including escalation paths for technical and operational issues

-Lead problem management, root cause analysis, and preventative measure ideation

-Develop command-line and SQL scripts for use by support teams

-Build an effective working relationship with operations and maintenance partners

-Provide requirements and “voice of the customer” feedback to development and support teams

-Up to 10% travel required