Technical Support Team Lead, Amazon Robotics Technical Support (ARTS)

Are you a seasoned Engineer with a proven track record in leadership and technical expertise? Do you thrive on guiding teams through complex challenges while keeping customer satisfaction at the forefront? If so, Amazon Robotics has the perfect opportunity for you.

Amazon Robotics is seeking a Technical Team Leader to join and lead our Technical Support Engineering team. Our team combines technical knowledge, customer obsession, and problem-solving skills to keep over one million Amazon robots running 24/7. As a leader in this growing team, you'll be instrumental in driving success and innovation in our high-impact environment.

Don’t have robotics experience? No worries! We value your leadership and technical expertise, and we’ll provide the training and tools you need to excel in the field. Join us and lead the team that powers Amazon’s groundbreaking robotics division.

Shift: Sun-Thurs 9-5 pm EST

Key job responsibilities
Team Leadership and Development: Coach a team of technical support engineers (contractors and full time employees) and ensure smooth day-to-day operations and SLA adherence. Alternate between being a ‘player-coach’ to be hands-on to resolve issues based on business needs.

Service Restoration & Troubleshooting: Provide hands-on leadership in resolving complex technical issues, working alongside the broader team to troubleshoot hardware, software and system faults within Amazon’s robotics environment. Utilize your technical expertise to diagnose and address issues involving robotic performance, server problems, and robotic work-cell malfunctions.

High-Severity Issue Management: Act as the point of escalation for critical issues. Lead live troubleshooting sessions and coordinate cross-functional efforts during high-severity events, ensuring swift resolution and minimal disruption to customer experience.

Process Optimization & Innovation: Lead programs to drive product and process improvements as well as automation efforts. Collaborate with engineering and field teams to define or refine troubleshooting methodologies and workflows to increase efficiency and service quality.

Stakeholder Communication: Serve as a primary technical liaison as needed between your team and key stakeholders, including software development engineers, operations managers, and other field teams. Ensure transparent and effective written and oral communication at all levels of the organization.

Basic Qualifications

- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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