Amazon is searching for an innovative and solution oriented Technical Support Engineer to be part of our global initiative of developing and delivering the next generation of world-class automation systems for grocery applications. The Technical Support Engineer will be part of a new product/technology support team responsible for maintaining and improving our fleet of automation systems. The majority of the responsibilities will be driving solutions to critical events in our automation systems to return peak performance focused on delivering for the customer.
In this role, you will provide design feedback, support performance testing activities, create standards and lead technical troubleshooting during downtime events for our newest robotics and automation solutions that are deployed in the field. The individual will be responsible for monitoring and resolving tickets escalated from operations support teams and software teams, create and maintain self-service troubleshooting tools, create and maintain Voice of the Customer (VOC) feedback loops, manage system-driven high severity downtime events, monitor and report on fleet level availability, manage network availability and quality escalations, manage stakeholder and vendor relationship to drive product support, maintain a repository of maintenance and operator reference, SOP's documentation and keep track of the site spare parts consumption and end of life cycles.
You will work in close collaboration with our Operations teams, Hardware and Software Engineering teams, Equipment Vendors, Software Developers and Procurement teams to deliver continuous improvement and tech troubleshooting aligned with business needs. Successful candidates will have strong experience in automation technology troubleshooting/development, understand and contribute to new tech reliability metrics as well as testing within the large robotics systems discipline.
Key job responsibilities include establishing and maintaining safe working environments following all state and Amazon specific standards and requirements, performing assessments for new automation technology, deep diving technical solutions, and conducting post launch reviews and support the execution efforts between internal teams and outside vendors. You will also troubleshoot complex technical problems, provide detailed root cause analysis, monitor and resolve tickets escalated from operations and maintenance teams, manage vendor relationship, develop pragmatic solutions, debug and resolve problems, and understand fundamental electrical and mechanical constraints.
Additionally, you will consistently follow engineering best practices, conduct multiple weekly standing meetings with internal teams and vendors, create troubleshooting runbooks, work autonomously when identifying complex problems, and possess the ability to effectively communicate concepts and write technical documents. Flexibility to travel up to 80% is required.
The Grocery Automation and Robotics Systems Team innovates, designs, develops, and integrates automation solutions to reduce cost and time to serve, while improving customer and employee experience for our Grocery operations. Our roadmap focuses on systematically improving every aspect of the Amazon's Grocery operation from associate experience, safety, costs, storage, throughput capacity, speed, flexibility, scalability, sustainability, operational performance and reliability.
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