Are you driven by innovation? Is solving problems through teamwork in your DNA? Do you thrive on seeing how your contributions impact the bigger picture? If you answered "yes" to any of these, you’ll fit right in at Amazon Robotics. We’re a team of passionate doers, dedicated to applying technical problem-solving to tackle real-world challenges and transform our customers’ experiences in ways we’re just beginning to imagine. Every day, we invent new solutions that push the boundaries of possibility. We are Amazon Robotics, and we’ll equip you with the tools and support you need to collaborate and innovate with us in ways that are both rewarding and exciting.
Amazon Robotics is looking for a Problem Management Support Engineer to join our Global Safety & Support (GSS) Elite Problem Solving (EPS) team. In this role, you will take the lead on deep diving large complex, cross-functional technical challenges focused on ensuring operational excellence for our customers. Your mission will be to resolve long-term, recurring issues to enhance the performance, reliability, and safety of new robotic and automated systems. You’ll work alongside key teams across Amazon, including hardware and software engineering, configuration management, supply chain, finance, reliability and maintenance engineering, operations, and safety and compliance teams. We are seeking a highly skilled and passionate Problem Management Support Engineer to proactively identify, analyze, and resolve recurring system or process issues. The ideal candidate will have a strong technical and functional background, with the ability to develop and implement solutions to improve support processes, drive product supportability, and prevent future incidents. You will work collaboratively with Engineering and Operations teams to enhance service quality and improve the overall user experience.
Key job responsibilities
* Problem Identification & Mitigation: Analyze incident trends, identify recurring issues, and develop temporary solutions while working on permanent resolutions.
* Incident Analysis & Root Cause Identification: Investigate incidents to determine the root causes, utilizing technical expertise to prevent recurrence.
* Problem Management Process: Manage the lifecycle of problems, including identification, documentation, categorization, and escalation.
* Knowledge Base Maintenance: Contribute to and maintain the knowledge base with documented solutions and best practices for future issue resolution.
* Communication: Provide regular updates on problem status and resolutions to stakeholders and collaborate with cross-functional teams.
* Collaboration with Engineers and Stakeholders: Work closely with engineering teams and business leaders to ensure timely and high-quality project completions.
* Proactive Problem Prevention: Identify potential issues before they arise and implement measures to prevent future incidents.
Required Skills & Experience:
* Strong analytical and problem-solving abilities.
* Deep understanding of technical systems and user experiences.
* Experience in problem-solving frameworks and methodologies.
* Excellent communication, interpersonal, and organizational skills.
* Ability to work independently and manage multiple priorities effectively.
* Passion for advanced technology and continuous improvement.
