Support Engineer
Location: London
Length: 6m
Rate: £165 – £200 per day (Inside IR35)
Hours: 9am-6pm
Ref no: 102159
This client is a top 5 tech giant with a global retail operation, video streaming platform, and has a big imprint in web services.
This is a hybrid role, so you will split your time between home office and the clients’ offices in central London. On-site you will be able to access their amazing facilities and quirky working spaces.
You will engage with (and drive) high severity incidents around Amazon’s Fulfilment & Sortation Robotic enabled floors. You will set up and manage high severity calls and directly communicate and troubleshoot with the customer until the situation is mitigated. This activity will, at times require you coordinate real-time service restoration between multiple teams and act as a central point (incident manager) to reduce the duration and severity of the business impact.
You will deep-dive and resolve technical issues allocated to you via an in-house ticketing system. You will use various data sources and logs to pinpoint and resolve hardware or software faults around the Amazon Robotics environment. On occasion, you will have to collaborate with various development/software teams to navigate complex situations and create viable solutions for our customers.
You will use Change Management best practices to create, approve and implement changes within the Amazon Robotics environment.
Amazon Robotics designs, manufactures and implements cutting edge technologies within fulfilment centres at the heart of Amazon’s core business. We are seeking exceptional and self-motivated individuals to support the Amazon Robotics system – driving improvements to the performance and supportability of products, systems, and tools.
In this role, you will apply technical and functional subject matter expertise to resolve complex and critical issues, develop Support processes and tools and drive new product supportability. Successful candidates will possess strong problem solving, process design, leadership, and technical learning capabilities. This role requires a strong passion for cutting edge technology and a desire to drive long-term improvements through collaboration with Engineering and Operations teams.
Job Responsibilities:
- Drive Collaboration with Support, Software, Hardware, and System Engineering teams to resolve complex issues escalated from internal technical support groups.
- Apply broad understanding of technology and users to create procedures and tools to support both new and existing solutions.
- Proactively detects and resolves issues through the use of monitoring systems and alerts.
- Drive Support requirements during development of new products and technology.
- Develop training documentation and provide mentoring to new Engineers.
- Own and drive Root Cause Analysis (RCA), including preventive measures, for critical issues.
- Actively seek solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Basic Qualifications:
- Bachelor’s degree in engineering, Computer Science or related technical field and 2+ years’ experience delivering direct customer support or master’s degree in engineering, Computer Science, or related technical field.
- Technical problem-solving and analytical skills
- Proven ability to prioritize and manage multiple high-priority tasks simultaneously.
- Ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management
- Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
- Knowledge and/or working experience with Linux (RHEL, Ubuntu)
- Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures.
Preferred Qualifications:
- Knowledge and/or working experience with networking and Product IT
- Familiarity with AWS or other cloud technologies
- Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++), Networking Technologies (TCP/IP, DNS)