Robotics Technical Support Manager — Global Incident Leader

Amazon; Greater London; On-site; GBP 95,000 - 125,000; Full time

Job summary

Amazon Robotics is seeking an experienced Technical Support Manager to lead front-line support for robotic services and platforms, coordinating cross-functional teams across software and hardware domains.

You will mentor a diverse team, drive incident restoration, define SOPs, metrics, and onboarding, ensuring continuous improvement and scalable operations in a fast-paced, 24/7 environment.

Qualifications

• Bachelor's degree in Computer Science or a related technical discipline.
• Experience communicating complex technical information to executives and non-technical leaders.
• Experience driving projects to improve operations and support processes.
• Experience leading technical support teams.
• Experience in technical support, engineering, or operations environments.
• 4+ years of management or direct team leadership in a complex technical support environment (6+ FTEs).
• Proven experience leading high-severity incident restoration efforts as a technical authority or Incident Manager.

Responsibilities

• Manage, recruit, interview, hire, coach and mentor directs.
• Ensure directs are up to date with company policies, procedures and regulations, while meeting productivity targets.
• Encourage, motivate, and collaborate with direct reports to reach agreed goals; conduct regular 1:1s.
• Create and maintain a healthy and positive work culture.
• Implement and meet departmental goals to improve business outcomes.
• Identify problem areas and implement effective solutions.
• Evaluate performance and systems to identify trends and improvements.
• Act as escalation point and incident manager during high-severity escalations.

Skills

Leadership

Team management

Incident management

Communication

Technical support

Education

Bachelor's degree in Computer Science/Engineering or related

Tools

ITIL Certification

Networking Certification

Cloud Technologies

Job description

Amazon Robotics is seeking an experienced Technical Support Manager to lead front-line support for robotic services and platforms, coordinating cross-functional teams across software and hardware domains.

You will mentor a diverse team, drive incident restoration, define SOPs, metrics, and onboarding, ensuring continuous improvement and scalable operations in a fast-paced, 24/7 environment.