Technical Support Engineer

At Amazon Robotics, we believe that the road to fundamentally changing how the world views and uses robotics begins with improving the experience of people. We succeed by empowering our operators and enhancing their capabilities so that they can go on to delight all of Amazon’s customers.

Our products automate high-effort and repetitive tasks and ship with intuitive and streamlined interfaces so that our operators can focus on making high-judgement decisions and responding to the unexpected. We are world-class systems builders who believe that being right means knowing when a problem requires invention and when we should adapt existing technology and relentlessly simplify it.

Our Amazon Robotics Technical Support (ARTS) team is growing, and we are looking for talented engineers to join us here in Melbourne, Australia. We are searching for individuals who are obsessed with solving technical issues for customers, dive deep into complex technical problems, and thrive in managing ambiguous, fast-paced, high-impact situations.

ARTS provides 24x7 mission-critical support to robotic fulfillment centers around the world. As a Technical Support Engineer, you will join forces with an elite group of problem solvers to help maintain Amazon's world-wide network of robotic solutions.

Key job responsibilities - Perform complex diagnostics and resolution of critical robotic system issues through advanced data analysis and technical troubleshooting. - Deliver timely and accurate solutions to customer requests and issues through effective ticket handling. - Lead high-severity incident response, orchestrating cross-functional collaboration across technical teams and business lines to drive rapid resolution of critical robotic system issues. - Drive continuous improvement through the development of technical documentation, knowledge base articles, and SOPs; create and optimize automated workflows to enhance team efficiency and robotic system performance.

What's on Offer - An extremely unique opportunity to become a robotic systems subject matter expert supporting one of the largest fulfillment operations in the world. - Unrivaled career development and advancement opportunities, gaining access to Amazon's global network of training and development resources spanning across all Amazon business lines like AWS. - A comprehensive benefits package including equity through RSUs, premium private health, commuter benefits including subsidies on public transportation, and exclusive access to corporate discounts across various goods and services. Basic Qualifications: - Bachelor's degree in information technology or computer science, or a combination of relevant education and experience. - 2+ years of experience in a technical role, preferably in support engineering or system administration. - Proven ability to convey complex technical details clearly and concisely to relevant customers and stakeholders. - Strong problem-solving skills, particularly in the ares of technical debugging and diagnostics. - General understanding of networking concepts like TCP/IP, DNS, routing, security. - General knowledge or experience of UNIX/Linux. - Familiarity with cloud platforms (e.g. AWS, Azure, GCP). Preferred Qualifications: - 4+ years of experience in a technical support or support engineering role. - Experience working with AWS (e.g. EC2, EBS, S3, Route53). - Experience working with SQL. - Experience working with observability platforms (e.g. Grafana, Kibana) for monitoring, troubleshooting, and diagnostic. - Experience working with monitoring and alerting systems (e.g. CloudWatch, Prometheus).

Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement: Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.