Technical Support Engineer, Mechatronics & Sustainable Packaging (MSP CX)

Technical Incident Management and Engineering (TIME)This position is an engineering role supporting a distributed Amazon network across NA and EU regions.Front-Half Night Shift (Sunday - Wednesday) 10 Hours a day/ 4 days a week 5:00AM GMT to 3:00PM GMT. One additional hour from 1pm - 2pm EST Wednesday for all-team meeting.Are you driven by invention? Is teamwork and problem-solving essential to how you work? Do you like seeing how your work impacts the bigger picture? If you answered yes to any of these, you’ll fit right in here at Fulfillment Technologies & Robotics. We are a dynamic team of doers who work passionately to apply cutting-edge advances in robotics and software to solve real-world challenges that transform our customers’ experiences in ways we can’t yet imagine.The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team provides support to internal fulfillment and transportation network customers who rely on advanced robotics technology to fulfill and ship customer orders.In this role on the MSP CX team, you will collaborate directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to optimize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise enabling you to work closely with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.You will troubleshoot software and hardware escalations, including robotic faults, network issues, and automation failures. You will lead escalations, drive troubleshooting efforts, and coordinate with development teams and vendors to resolve complex technical issues. Additionally, you will develop and implement standard operating procedures and feedback mechanisms that ensure the MSP CX team continuously gathers customer feedback and uses it to improve service. You are expected to work independently and navigate ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is essential.Key job responsibilities* Close tickets and resolve customer issues on mechatronics systems* Troubleshoot and resolve robotic, mechatronic, and automation system issues to minimize downtime and optimize performance* Act as the front-line escalation point for complex technical issues, collaborating with cross-functional teams to provide solutions* Proactively identify and resolve system issues using monitoring tools, reducing downtime and improving operational efficiency* Seek solutions to customer needs and propose improvements based on feedback* Develop and implement standard operating procedures to enhance efficiency* Integrate customer feedback into continuous service improvements* Implement problem management procedures, including escalation paths for technical and operational issues* Lead root cause analysis and implement preventive measures* Build strong working relationships with operations and maintenance partners* Provide requirements and articulate the "voice of the customer" to development and support teams* Travel up to 10% as required for on-site support and collaboration