Job Description

DESCRIPTION Job summary Amazon Robotics is looking for new colleagues to join our new Robotics support team in Hyderabad, India, who possess a blend of customer-facing and technical skills. This role requires a unique combination of leadership skil

DESCRIPTION Job summary Amazon Robotics is looking for new colleagues to join our new Robotics support team in Hyderabad, India, who possess a blend of customer-facing and technical skills. This role requires a unique combination of leadership skills, creativity and technical acumen to lead and grow a new team of technical support engineers. Successful candidates must have excellent English communication skills, both written and verbal strong ownership, customer obsession and a passion for hiring and developing the best technical talent. As parts of ARTS (Amazon Robotics Technical Support) your responsibilities will include : . Managing the technical resolution of high severity incidents affecting the Amazon Robotics global infrastructure. This activity will see you coordinate real-time service restoration between multiple teams, and act as a central point (incident manager) to reduce the duration and severity of the business impact. . Hiring and coaching top technical talent to be able to deep-dive and resolve technical issues work and manage technical tickets use various data sources to troubleshoot and drive swift resolution. Managing team performance to targeted key performance indicators (KPIs) will be instrumental. . Driving continuous improvement system/product/documentation changes within the Amazon Robotics environment. To be successful in this role you will have to : . Be an excellent communicator (both written and verbal) as you will interact not only with internal clients but also with other global teams as you work to resolve complex situations. Be prepared to explain technical details in a way that is equally understood by a technical and non-technical audience. We've found that working in prior customer-facing roles does present an advantage in this role as well. . Be technically inclined and have a technical background. Amazon Robotics is comprised of a varied number of complex systems. Developing a good understanding of these systems will be key when troubleshooting the various situations that you will be faced with. Location: This is a hybrid role - you are expected to come into the local Hyd13 office at minimum on Tuesday/Wednesday/Thursday and can work from your home office Monday and Friday. Shift: Standard work week Monday-Friday, 7:00am-4:00 pm/8:00am-5:00 pm IST is preferred. Any 'manager-on-call' duties towards high severity incidents will be during your standard working hours. BASIC QUALIFICATIONS Have 6 or more years experience managing and leading technical teams of upwards of 5 or more. Be an excellent communicator, both written, and verbal.Excellent interpersonal and customer-facing skills, with the ability to competently discuss complex technical issues with customer, software, and leadership teams. Have at least 6 years or more experience in supporting systems and troubleshooting deep technical issues. Have a Bachelor's degree (Engineering, Computer Science etc). PREFERRED QUALIFICATIONS Experience in Enterprise SAAS/On-Premise Application Support AWS, Unix, SQL technical skills