Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

As a Technical Support Engineer at Amazon Robotics, you'll take the lead in deep-diving into complex technical issues escalated from various facilities. Your main responsibilities include analyzing and mitigating software and hardware problems using multiple data sources, collaborating with development teams for solution creation, and managing high-severity incidents while communicating effectively with customers. You'll also take charge of implementing changes through Change Management best practices to enhance the robotics environment.

To qualify as a Technical Support Engineer at Amazon Robotics, candidates should possess at least 2 years of experience in software development or technical support. Familiarity with scripting in modern programming languages and proficiency in troubleshooting technical systems are essential. Preferred candidates will have knowledge of web services and distributed systems, alongside experience in maintaining hardware and software RAID.

Amazon Robotics offers a comprehensive training program for Technical Support Engineers, designed to enhance your skills and knowledge. Training includes both onsite and remote mentoring, along with practical experiences at customer sites. This approach ensures that you are fully equipped to solve real-world technical problems and deliver excellent support to our customers in a collaborative environment.

Technical Support Engineers at Amazon Robotics typically work a Sunday to Thursday schedule from 9 am to 5 pm EST, although one shift will require you to be available on the weekend. This schedule is essential for maintaining round-the-clock global support coverage, ensuring that customers receive timely assistance whenever they need it.

A successful Technical Support Engineer at Amazon Robotics should show a passion for learning and technology, coupled with an innate curiosity about how things work. Strong analytical and problem-solving skills are critical, as is the ability to work effectively in a team-based environment. Excellent communication skills are also vital for collaborating with customers and internal teams to resolve complex issues.

When answering this question, share specific examples of your previous roles and responsibilities in technical support. Highlight the types of systems you supported, the challenges you faced, and the successes you achieved. Clearly connect your experience to how it prepares you for the fast-paced, problem-solving environment at Amazon Robotics.

Discuss your systematic approach to troubleshooting, which might include gathering information, replicating issues, and utilizing logs or data sources. Describe how you prioritize tasks and the importance of collaboration with other teams. Highlight any specific methods or tools you commonly utilize.

For this question, showcase your ability to remain calm under pressure and your strategies for effective communication. Explain how you assess the situation, prioritize tasks, and provide updates to customers to keep them informed during the resolution process. Emphasize the importance of empathy and clear communication in customer interactions.

Provide a specific scenario where you worked with development teams to address a complex issue. Discuss your role in the collaboration, how you communicated technical details, and the outcomes of your teamwork. This will demonstrate your ability to bridge the gap between support and development.

Discuss any scripting languages you have experience with, such as Python, JavaScript, or others. Provide examples of how you have utilized these languages for automation or troubleshooting, showing how your skills may benefit the Technical Support Engineer role at Amazon Robotics.

Share a specific instance when you were faced with a new technology and discuss your approach to learning it rapidly. Highlight the resources you used, how you applied your new knowledge, and the impact it had on your work or your team's success.

Explain your method for prioritizing tasks based on urgency, impact, and deadlines. Provide examples of how you managed competing issues in the past while ensuring that customer satisfaction remained a top priority.

Reflect on potential challenges such as rapidly evolving technologies, managing high-severity incidents, or dealing with unanticipated technical issues. Discuss your strategies for addressing these challenges and your mindset toward continuous improvement and learning.

Discuss your approach to adapting technical language to match the knowledge level of the customer. Highlight the importance of active listening and using analogies or simple terms to make complex ideas understandable, ensuring the customer feels supported throughout the interaction.

Share your genuine interest in working with advanced robotics technology and your passion for solving complex problems. Emphasize your desire to be part of a diverse and innovative team at Amazon Robotics, where you can contribute to impactful projects and enjoy continuous learning opportunities.