Prob Mgmt Support Engineer, GSS Elite Problem Solvers
Apply NowCompany: Amazon
Location: Reading, MA 01867
Description:
Are you driven by innovation? Is solving problems through teamwork in your DNA? Do you thrive on seeing how your contributions impact the bigger picture? If you answered "yes" to any of these, you'll fit right in at Amazon Robotics. We're a team of passionate doers, dedicated to applying technical problem-solving to tackle real-world challenges and transform our customers' experiences in ways we're just beginning to imagine. Every day, we invent new solutions that push the boundaries of possibility. We are Amazon Robotics, and we'll equip you with the tools and support you need to collaborate and innovate with us in ways that are both rewarding and exciting.
Amazon Robotics is looking for a Problem Management Support Engineer to join our Global Safety & Support (GSS) Elite Problem Solving (EPS) team. In this role, you will take the lead on deep diving large complex, cross-functional technical challenges focused on ensuring operational excellence for our customers. Your mission will be to resolve long-term, recurring issues to enhance the performance, reliability, and safety of new robotic and automated systems. You'll work alongside key teams across Amazon, including hardware and software engineering, configuration management, supply chain, finance, reliability and maintenance engineering, operations, and safety and compliance teams. We are seeking a highly skilled and passionate Problem Management Support Engineer to proactively identify, analyze, and resolve recurring system or process issues. The ideal candidate will have a strong technical and functional background, with the ability to develop and implement solutions to improve support processes, drive product supportability, and prevent future incidents. You will work collaboratively with Engineering and Operations teams to enhance service quality and improve the overall user experience.
Key job responsibilities
* Problem Identification & Mitigation: Analyze incident trends, identify recurring issues, and develop temporary solutions while working on permanent resolutions.
* Incident Analysis & Root Cause Identification: Investigate incidents to determine the root causes, utilizing technical expertise to prevent recurrence.
* Problem Management Process: Manage the lifecycle of problems, including identification, documentation, categorization, and escalation.
* Knowledge Base Maintenance: Contribute to and maintain the knowledge base with documented solutions and best practices for future issue resolution.
* Communication: Provide regular updates on problem status and resolutions to stakeholders and collaborate with cross-functional teams.
* Collaboration with Engineers and Stakeholders: Work closely with engineering teams and business leaders to ensure timely and high-quality project completions.
* Proactive Problem Prevention: Identify potential issues before they arise and implement measures to prevent future incidents.
Required Skills & Experience:
* Strong analytical and problem-solving abilities.
* Deep understanding of technical systems and user experiences.
* Experience in problem-solving frameworks and methodologies.
* Excellent communication, interpersonal, and organizational skills.
* Ability to work independently and manage multiple priorities effectively.
* Passion for advanced technology and continuous improvement.
BASIC QUALIFICATIONS
* Bachelor's degree in Engineering, Computer Science or related technical field and 5+ years' experience delivering direct customer support or Master's degree in Engineering, Computer Science or related technical field and and 3+ years' experience delivering direct customer support
* Strong Technical problem-solving and analytical skills
* Proven ability to prioritize and manage multiple high-priority tasks simultaneously
* Proven ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management
* Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
* Knowledge and/or working experience with Linux (RHEL, Ubuntu)
* Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures
* Ability to establish priorities, work independently, and proceed with objectives without supervision.
PREFERRED QUALIFICATIONS
* Knowledge and/or working experience with networking and Product IT
* Familiarity with AWS or other cloud technologies
* Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++), Networking Technologies (TCP/IP, DNS)
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.
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.
Amazon Robotics is looking for a Problem Management Support Engineer to join our Global Safety & Support (GSS) Elite Problem Solving (EPS) team. In this role, you will take the lead on deep diving large complex, cross-functional technical challenges focused on ensuring operational excellence for our customers. Your mission will be to resolve long-term, recurring issues to enhance the performance, reliability, and safety of new robotic and automated systems. You'll work alongside key teams across Amazon, including hardware and software engineering, configuration management, supply chain, finance, reliability and maintenance engineering, operations, and safety and compliance teams. We are seeking a highly skilled and passionate Problem Management Support Engineer to proactively identify, analyze, and resolve recurring system or process issues. The ideal candidate will have a strong technical and functional background, with the ability to develop and implement solutions to improve support processes, drive product supportability, and prevent future incidents. You will work collaboratively with Engineering and Operations teams to enhance service quality and improve the overall user experience.
Key job responsibilities
* Problem Identification & Mitigation: Analyze incident trends, identify recurring issues, and develop temporary solutions while working on permanent resolutions.
* Incident Analysis & Root Cause Identification: Investigate incidents to determine the root causes, utilizing technical expertise to prevent recurrence.
* Problem Management Process: Manage the lifecycle of problems, including identification, documentation, categorization, and escalation.
* Knowledge Base Maintenance: Contribute to and maintain the knowledge base with documented solutions and best practices for future issue resolution.
* Communication: Provide regular updates on problem status and resolutions to stakeholders and collaborate with cross-functional teams.
* Collaboration with Engineers and Stakeholders: Work closely with engineering teams and business leaders to ensure timely and high-quality project completions.
* Proactive Problem Prevention: Identify potential issues before they arise and implement measures to prevent future incidents.
Required Skills & Experience:
* Strong analytical and problem-solving abilities.
* Deep understanding of technical systems and user experiences.
* Experience in problem-solving frameworks and methodologies.
* Excellent communication, interpersonal, and organizational skills.
* Ability to work independently and manage multiple priorities effectively.
* Passion for advanced technology and continuous improvement.
BASIC QUALIFICATIONS
* Bachelor's degree in Engineering, Computer Science or related technical field and 5+ years' experience delivering direct customer support or Master's degree in Engineering, Computer Science or related technical field and and 3+ years' experience delivering direct customer support
* Strong Technical problem-solving and analytical skills
* Proven ability to prioritize and manage multiple high-priority tasks simultaneously
* Proven ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management
* Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
* Knowledge and/or working experience with Linux (RHEL, Ubuntu)
* Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures
* Ability to establish priorities, work independently, and proceed with objectives without supervision.
PREFERRED QUALIFICATIONS
* Knowledge and/or working experience with networking and Product IT
* Familiarity with AWS or other cloud technologies
* Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++), Networking Technologies (TCP/IP, DNS)
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.
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.