Job Title: Support Engineer
Job Description

As a Support Engineer, you will deep-dive, analyze, mitigate, or resolve technical issues escalated by various Amazon Robotics Facilities. You will use multiple data sources, dashboards, and logs to pinpoint software/hardware defects, inconsistencies, or bugs and will be directly involved with resolving them. Occasionally, you will collaborate with various development/software teams to navigate complex situations and create viable solutions for our customers.

ResponsibilitiesAnalyze and resolve technical issues escalated by Amazon Robotics Facilities.Use multiple data sources, dashboards, and logs to identify software/hardware defects, inconsistencies, or bugs.Collaborate with development/software teams to create solutions for customers.Troubleshoot and root-cause issues, focusing on complex problems rather than basic end-user support.Author product knowledge base content and communicate effectively with customers and leadership.Essential SkillsTechnical support experience (minimum of three years) supporting enterprise systems, platforms, or applications in a first-line (or above) operations team.Proficiency with Linux and running SQL queries.Experience with technical troubleshooting, including pulling and reading logs, interpreting dashboards, and responding to service alerts/alarms.Excellent verbal and written communication skills.Additional Skills & QualificationsRelevant Bachelor's degree or equivalent combination of education and experience.Master’s degree in a relevant technical field (preferred).Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team (preferred).Active technical certifications in relevant technical fields (Cloud services, Networking, Cybersecurity, etc.).Understanding of project and change management methodologies and best practices.Scripting knowledge in any programming language with experience automating tasks via scripts.Work Environment

The work environment involves supporting enterprise systems and applications, utilizing various data sources and tools for troubleshooting. The role requires collaboration with development/software teams and effective communication with various levels of customers and leadership. The dress code is casual, and the position may involve occasional on-call responsibilities.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

Diversity, Equity & Inclusion

At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:

Hiring diverse talent Maintaining an inclusive environment through persistent self-reflection Building a culture of care, engagement, and recognition with clear outcomes Ensuring growth opportunities for our people

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.