Technical Support Engineer, Amazon
Amazon Robotics Technical Support
More information about location
The largest online retailer and technology provider
Job no longer available
The largest online retailer and technology provider
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
Amazon aims to be Earth’s most customer centric company. Their mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover and buy anything, and empower businesses and content creators to maximise their success.
Role
Who you are
- Bachelor’s degree in Engineering, Computer Science or other relevant IT degree
- Experience troubleshooting software applications, platforms or cloud services
- Technical background from working in Service Operations Technical Support Environment in a domain such as : Networking (Routing, Switching, Wireless etc), Telecommunications (VoIP etc), Cybersecurity or Cloud (AWS etc)
- Able to communicate effectively in English, within technical and business settings
Desirable
- Be technically inclined and have a technical background. Amazon Robotics is comprised of a varied number of complex systems. Developing a good understanding of these systems will be key when troubleshooting the various situations that you will be faced with
- Be an excellent communicator, as every day you will interact (by phone, direct messaging or e-mail) not only with internal clients but also with other global teams as you work to resolve complex situations
What the job involves
- You will deep-dive, analyse, mitigate or resolve technical issues that are escalated by the various Amazon Robotics Facilities
- You will use multiple data sources, dashboards and logs to pinpoint software/hardware defects, inconsistencies or bugs and will be directly involved with resolving them
- On occasion, you will have to collaborate with various development/software teams to navigate complex situations and create viable solutions for our customers
- You will engage with (and drive) high severity incidents around Amazon’s Product Fulfilment & Sortation facilities
- You will set up and manage high severity calls and directly communicate and troubleshoot with the customer until the situation is mitigated
- This activity will, at times require you coordinate real-time service restoration between multiple teams and act as a central point (incident manager) to reduce the duration and severity of the business impact
- Lastly you will use Change Management best practices to create, approve and implement changes within the Amazon Robotics environment
- Our engineers usually have a good understanding of linux/unix systems, know how to work with databases and pull data, understand how networks operate and can read and occasionally write automation scrips
- Be prepared to explain technical details in a way that is equally understood by a technical and non-technical audience. We’ve found that prior customer facing roles can have an advantage in this role
Salary benchmarks
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist
Insights
Company
Company benefits
- Employees have opportunities to own Amazon stock, participate in 401(k) plans with company match, and enroll in paid life and accident insurance
- Financial counseling and estate planning services are also available, plus paid short-term and long-term disability if needed
- Medical, dental, and vision coverage to all our regular full-time employees, regardless of their level, tenure, or position
- Amazon employees have free access to a network of more than 2 million caregivers, including nannies, babysitters and special-needs caretakers
- Employees receive discounts on certain day care centers, and Amazon provides a variety of free resources for parents of children with autism, ADHD and developmental disabilities
- Adoption assistance for qualified domestic and international adoption expenses including attorney fees, court costs, and travel
- Leave Share program allows employees to give six weeks of paid parental leave to a spouse or partner who isn’t eligible for parental leave from their employer
Company values
- Customer obsession rather than competitor focus
- Passion for invention
- Commitment to operational excellence
- Long-term thinking
Company HQ
South Lake Union, Seattle, WA
Articles
Founders
Jeff Bezos
(Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO (not founder))Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
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