Technical Support Manager

Who you are

• 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 any broad technical domain (Networking, Telecommunications, Cybersecurity, Cloud Technologies etc.)
• Relevant Service/Project Management Certifications may present an advantage (ITIL etc)

What the job involves

• At Amazon Robotics, we are a dynamic team of passionate problem-solvers applying state-of-the-art robotics and software to tackle real-world challenges
• Every day, we push the boundaries of innovation to transform customer experiences worldwide
• We don’t just build technology—we invent new possibilities
• And with the right tools, resources, and support, you’ll have the opportunity to create, innovate, and have fun along the way
• This team is a global squad of talented engineers that work diligently to resolve technical issues and help maintain Amazon’s robotic services, applications, and platforms
• We are looking for an experienced technical manager to help support and grow our operations in this region
• Your team is responsible for front line customer support; resolving trouble tickets, responding to inquiries, and escalating safety, reliability, and performance issues
• Your team will also develop and improve standard operating procedures, performance metrics, and feedback mechanisms to enable your technical support team to continue to effectively scale
• As a manager, you will not only help mentor and develop your team who form the foundation of this team but also learn how Amazon leverages state-of-the-art robotics technology to enhance our facilities and better serve our customers
• You will engage with a dynamic technical environment, navigate complex situations, and ensure that your team is always set up for success
• Together with your team, you will directly collaborate with Software & Engineering teams from all over the globe to root cause critical issues and ensure problems stay fixed for good!
• You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required
• If you are not sure that every qualification on the list below describes you exactly, we'd still love to hear from you!
• At Amazon, we value people with unique backgrounds, experiences, and skillsets
• If you’re passionate about this role and want to make an impact on a global scale, please apply!
• 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
• ARTS is a global team that works 24/7, 365 day a year to support our operational and engineering teams in warehousing around the world
• We use a follow the sun model to ensure our customers have continuous support no matter their location and time of day
• Our team deal with a broad range of hardware and software issue impacting singular robotic workcells through to large scale incidents
• This is a fast paced, dynamic and highly technical environment for engineers and managers alike