Job Description

• BS in Computer Science, Hardware Engineering or a related technical field, or relevant technical experience
• 5+ years overall Hardware development/network systems/infrastructure/technical support experience
• Debugging and troubleshooting skills with an enthusiastic attitude to support and resolve customer problems
• Ability to analyze system performance, troubleshoot, and perform root cause analysis on hardware and test stations including physical testing.
• Experience in one of the scripting languages such as bash, Perl, or Python
• Experience running and maintaining a 24x7 production environment
• Strong as an individual contributor creating and managing standard operating procedures and internal processes
• Exceptional communication, documentation and presentation skills for technical and business audiences.
• You solve problems at their root, stepping back to understand the broader context.
• You maintain SLA's through the implementation of proactive issue detection and reporting.
• Able to prioritize in complex, fast-paced environment.
• Proven track record of service improvement and optimization in production

Job summary
Join us on our mission to once again revolutionize the way the world shops. We are the Amazon Physical Stores Hardware Continuous Improvement team, responsible for launching and operating the Hardware devices which run stores like Amazon Go with its "Just Walk Out" technology. It is already a game-changer for retail, and we're just getting started.
Our approach to problems is entrepreneurial. You will be challenged to invent, create and solve challenging problems as well as wear many hats and collaborate in an environment that's more startup than big company. You will need a strong ability to troubleshoot hardware, software, and network issues.
Key job responsibilities
As a Support Engineer, you seek resolution to problems and mitigate risk, always ensuring a Customer Obsessed experience has occurred. You will be working on services (HW & SW) with a direct impact on the customer experience. If you are excited about the opportunity to learn and work on distributed systems, enjoy trouble shooting and solving complex problems, consider the opportunities to work with Amazon Physical Stores.
You will help solve a variety of challenges and offer your expertise in growing the knowledge of your peers via team collaboration. You will be counted on to identify areas of improvement and drive projects to implement them. You will play an active role in defining the support processes for technologies in partnership with other technology leaders within and possibly outside the team. You should be comfortable with a level of ambiguity that's higher than most projects and relish the idea of solving big challenges. You will also mentor other engineers in your area of expertise. Along the way, we guarantee that you'll work hard, have fun and impact many customers!

• Experience in building dashboards and aggregating metrics
• Exposure to large-scale systems and application architectures
• Strong metrics and operational excellence focus
• Full cycle product development experience from inception through maturity including associated documentation (specs, test plans, drawings, etc)
• System design interfacing to a wide array of electro-mechanical subsystems and debugging experience