Robotics Technical Support Manager | Incident & Ops Lead

Amazon.com, Inc

Birches Green

On-site

GBP 65,000 - 110,000

Full time

2 days ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Amazon Robotics is seeking an experienced Technical Manager to lead front line customer support for its global warehousing robotics operations. You will recruit, mentor and develop a diverse team, drive incidents to resolution, and collaborate with Software & Engineering to root‑cause issues.

The role demands independent work in a fast‑paced environment and a focus on scalable SOPs and performance metrics. You will work with cross‑functional teams worldwide, ensuring safety, reliability and

Qualifications

Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline.
Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders.
Experience driving projects to improve operations and support-related processes.
Experience leading technical support teams.
Experience in technical support work, engineering, or an operations environment.
4+ years of management or direct team leader experience in a similarly complex technical support environment (6+ FTEs).
Proven experience leading high severity active incident restoration efforts, as a technical authority or Incident Manager.
6+ years of relevant technical support management or team leader experience in a diverse complex technical environment.
3+ years of relevant engineer technical support hands‑on experience.
Relevant industry certification(s) in Networking, Telecommunications, Cybersecurity, Cloud Technologies etc.
Relevant Service/Project Management Certifications may present an advantage (ITIL etc)

Responsibilities

Manage, recruit, interview, hire, coach and mentor directs.
Ensure directs are up to date with with company, policies, procedures and regulations, while meeting established productivity targets.
Actively work to encourage, motivate and collaborate direct reports to reach agreed goals, while fulfilling their job responsibilities and obligations. (hold regular 1:1 sessions etc).
Create and maintain a healthy and positive work culture.
Implement, establish and meet departmental and company goals to improve business outcome.
Identify problem areas and works to implement solutions to effectively resolve them.
Evaluate employee performance and systems to identify trends and recommend improvements.
Contributes to team efforts as needed to achieve desired results.
Act as an escalation point and incident manager during critical high severity escalations.