Robotics Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

TN United Kingdom; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Robotics Technical Support Engineer to join their dynamic team in London. This role focuses on solving complex technical problems in a fast-paced environment while ensuring customer satisfaction. You will be responsible for diagnosing issues within robotic systems, collaborating with engineers, and driving process improvements. With a strong emphasis on training and mentorship, this position offers a unique opportunity to grow your career in robotics. If you are passionate about technology and eager to make an impact, this role is perfect for you.

Benefits

Comprehensive Internal Training

Hands-on Mentorship

Flexible Work Schedule

Remote Work Options

Qualifications

• Bachelor’s degree or equivalent experience required.
• Experience in technical support for enterprise systems is essential.

Responsibilities

• Investigate and resolve technical issues through an in-house ticketing system.
• Collaborate with robotics technicians to guide troubleshooting efforts.

Skills

Technical Support

Troubleshooting

Communication Skills

Linux

SQL

Process Improvement

Automation

Education

Bachelor's Degree

Master's Degree

Tools

Ticketing System

Dashboards

Job description

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Robotics Technical Support Engineer, Amazon Robotics Technical Support (ARTS), London

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

80128d46c6f5

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Are you an engineer looking for more challenging and impactful work? Do you thrive on solving complex technical problems while keeping customer success at the forefront? If so, Amazon has the perfect opportunity for you!

Amazon Robotics is growing its Technical Support Engineering team in London, and we’re looking for talented engineers to join us. Our team brings together deep technical expertise, a passion for problem-solving, and a commitment to operational excellence—keeping over one million Amazon Robotics systems running 24/7.

New to robotics? No problem! We value your strong technical expertise in other domains and provide the training you need to succeed. Join us at Amazon Robotics and see how your work can drive innovation and make a real impact!

Key job responsibilities
Service Restoration: Investigate and resolve technical issues through our in-house ticketing system. Leverage data sources and logs to diagnose hardware or software faults within the Amazon Robotics environment, including robotics performance issues, server disruptions affecting robot navigation, and robotic station malfunctions.

Collaboration: Work closely with on-site robotics technicians and engineers, guiding their troubleshooting efforts. Partner with software development engineers to ensure seamless integration and functionality of the code that powers our robotic systems.

High-Severity Calls: Play a key role in resolving critical issues impacting the customer experience. Participate in live troubleshooting sessions via conference bridge, coordinate resolution efforts, and escalate when necessary. Use logs, dashboards, and data dumps to pinpoint problematic components and develop mitigation strategies.

Process Improvement & Automation: Drive continuous improvement by refining processes and procedures, contributing to internal projects, and identifying opportunities for automation—enhancing efficiency for both our team and our customers.

About the team
We are Amazon’s top-tier robotics problem solvers. As a global team of robotic systems specialists across the US, EU, and APAC, we are expanding our presence in London to support our 24/7 global operations.

In this role, you will provide remote technical support through tickets and voice communication, ensuring the reliability and performance of our robotics systems. To set you up for success, we offer comprehensive internal training, hands-on mentorship both onsite and remotely, and additional training at customer locations.

Work Schedule & Remote Policy:
This role requires a 5-day workweek with one of the following shift patterns:
Tuesday to Saturday
Sunday to Thursday
Working hours: 6:00 AM to 3:00 PM.
Candidates will be assigned one of these shift patterns at the time of hiring (preferences will be honored whenever possible)
In line with Amazon’s Return to Office policy, candidates may expect a combination of office and remote work out of our central office in London. Weekend days are always worked from home.

BASIC QUALIFICATIONS

- Relevant Bachelor’s degree, or equivalent combination of education and experience.
- Experience in technical support experience supporting enterprise systems, platforms, or applications in a first-line (or above) operations team (the focus should be on troubleshooting and root-causing issues, not necessarily system configuration).
- Excellent verbal and written communication skills, including communication to various levels of customers/leadership and experience with authoring product knowledge base content.
- Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards and responding to service alerts/alarms.
- Demonstrated proficiency with Linux and running SQL queries

PREFERRED QUALIFICATIONS

- Master’s degree in a relevant technical field.
- Experience troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
- Active technical certifications in one or more relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).
- Understanding of project and change management methodologies and best practices.
- Scripting knowledge in any programming language, with previous experience automating tasks via scripts.