Technical Support Manager, Amazon Robotics Technical Support (ARTS)

Do you thrive on innovation? Is problem-solving through collaboration second nature to you? Do you love seeing the direct impact of your work on a global scale? If you answered yes to any of these, you’ll feel right at home at Amazon Robotics. 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.

Key job responsibilities

• Manage, recruit, interview, hire, coach and mentor directs.
• Ensure directs are up to date 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.
• 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 work to implement solutions to effectively resolve them.
• Evaluate employee performance and systems to identify trends and recommend improvements.
• Contribute to team efforts as needed to achieve desired results.
• Act as an escalation point and incident manager during critical high severity escalations.

About the team ARTS is a global team that works 24/7, 365 days 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 deals with a broad range of hardware and software issues impacting singular robotic workcells through to large scale incidents. This is a fast paced, dynamic and highly technical environment for engineers and managers alike.

Basic Qualifications

• 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.

Preferred Qualifications

• 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.).

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.