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

Amazon; London; Hybrid; GBP 35,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a Robotics Technical Support Engineer, where your technical expertise will be valued and nurtured. This role offers the chance to solve complex problems in a dynamic environment, ensuring the seamless operation of cutting-edge robotic systems. With a commitment to continuous improvement and automation, you'll collaborate with talented engineers and technicians, driving innovation and enhancing customer experience. Enjoy a blend of office and remote work while receiving comprehensive training and mentorship. If you're passionate about technology and eager to make an impact, this opportunity is perfect for you.

Benefits

Comprehensive internal training

Hands-on mentorship

Flexible work schedule

Qualifications

• Bachelor's degree or equivalent experience in technical support.
• Experience with troubleshooting enterprise systems and platforms.

Responsibilities

• Investigate and resolve technical issues through ticketing system.
• Collaborate with robotics technicians and engineers for troubleshooting.

Skills

Technical Support

Troubleshooting

Communication Skills

Problem Solving

SQL

Linux

Scripting

Education

Bachelor’s Degree

Master’s Degree

Tools

Ticketing System

Dashboards

Job description

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

Job ID: 2914901 | Amazon Development Centre (London) Limited - C26

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

1. 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.
2. 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.
3. 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.
4. 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 is a full-time, five-day workweek role, with one of those days being a Saturday or Sunday to help maintain seamless 24/7 support. In line with Amazon’s Return to Office policy, this role includes a combination of office and remote work.

BASIC QUALIFICATIONS

1. Relevant Bachelor’s degree, or equivalent combination of education and experience.
2. 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).
3. Excellent verbal and written communication skills, including communication to various levels of customers/leadership and experience with authoring product knowledge base content.
4. Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards and responding to service alerts/alarms.
5. Demonstrated proficiency with Linux and running SQL queries.

PREFERRED QUALIFICATIONS

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

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 committed to a diverse and inclusive workplace. 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.