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Technical Support Engineer, Mechatronics & Sustainable Packaging (MSP CX)

myGwork - LGBTQ+ Business Community
City of London
1 day ago
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Overview

Technical Support Engineer, Mechatronics & Sustainable Packaging (MSP CX) role supporting a distributed Amazon network across NA and EU regions. This engineering position is part of the MSP CX Technical Incident Management and Engineering (TIME) team, providing support to internal fulfillment and transportation network customers that rely on advanced robotics technology to fulfill and ship customer orders.

Responsibilities
  • Close tickets and resolve customer issues on mechatronics systems
  • Troubleshoot and resolve robotic, mechatronic, and automation system issues to minimize downtime and optimize performance
  • Act as the front-line escalation point for complex technical issues, collaborating with cross-functional teams to provide solutions
  • Proactively identify and resolve system issues using monitoring tools, reducing downtime and improving operational efficiency
  • Develop and implement standard operating procedures to enhance efficiency
  • Integrate customer feedback into continuous service improvements
  • Implement problem management procedures, including escalation paths for technical and operational issues
  • Lead root cause analysis and implement preventive measures
  • Build strong working relationships with operations and maintenance partners
  • Provide requirements and articulate the "voice of the customer" to development and support teams
  • Travel up to 10% as required for on-site support and collaboration
Basic Qualifications
  • BS in Engineering, Computer Science, or related field
  • 2+ years of experience in technical support within an engineering or automation environment, with direct customer interaction
  • Experience providing real-time IT/networking support and/or robotics support in an industrial automation setting
Preferred Qualifications
  • Ability to lead complex technical discussions with software engineers, hardware engineers, technicians, and operators
  • Proven problem-solving and analytical skills
  • 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
  • Familiarity with baseline electrical/mechanical architecture of industrial automation systems
  • Knowledge and/or working experience with networking and product IT
  • Experience with networking technologies (TCP/IP, DNS)
  • Familiarity with AWS or other cloud technologies
  • Knowledge and/or working experience with relational database management systems (MySQL, PostgreSQL, etc.)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.


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