Job Title: Support Engineer II Location: Westborough, MA (Remote) Duration: 6 Months (with possibility of extension)
Job Description As a Support Engineer II, you will deep-dive, analyze, and resolve technical issues escalated by various Client Robotics Facilities. You will use multiple data sources, dashboards, and logs to pinpoint software/hardware defects, inconsistencies, or bugs and will be directly involved in resolving them. Occasionally, you will collaborate with various development/software teams to navigate complex situations and create viable solutions for our customers. You will engage with (and drive) high-severity incidents around client’s Product Fulfillment & Sortation facilities. You will set up and manage high-severity calls, directly communicate, and troubleshoot with the customer until the situation is mitigated. This activity will, at times, require you to 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. Lastly, you will use Change Management best practices to create, approve, and implement changes within the Amazon Robotics environment. Responsibilities
Service Restoration:
Deep-dive into and resolve technical issues allocated via our in-house ticketing system.
Utilize various data sources and logs to identify hardware or software faults within the Amazon Robotics environment.
Address robotics performance issues, server issues affecting robot navigation, and robotic station malfunctions.
Collaboration:
Collaborate with on-site robotics technicians and engineers, guiding their troubleshooting efforts.
Partner with software development engineers who create the code that powers the robots, ensuring seamless integration and functionality across all systems.
High Severity Calls:
Participate in live troubleshooting sessions via conference bridge when critical issues affecting the customer experience occur.
Coordinate resolution efforts and escalate as needed.
Utilize various data sources such as logs, dashboards, and data dumps to identify problematic components within the robotics infrastructure and develop mitigation plans.
Process Improvement and Automation:
Contribute to the continual improvement of our processes and procedures.
Participate in internal projects, helping to enhance the team’s efficiency and the customer experience.
Basic Qualifications
Relevant Bachelor’s degree, or equivalent combination of education and experience.
Three years of technical support experience supporting enterprise systems, platforms, or applications in a first-line (or above) operations team (with a focus on troubleshooting and root-causing issues, not necessarily system configuration).
Excellent verbal and written communication skills, including communication to various levels of customers/leadership.
Experience authoring product knowledge base content.
Previous experience with technical troubleshooting inclusive of pulling and reading logs, interpreting dashboards, and responding to service alerts/alarms.
Demonstrated proficiency with Linux and running SQL queries.
Prior hands-on experience in working with AWS applications and environments.
Preferred Qualifications
Master’s degree in a relevant technical field.
Five or more years of troubleshooting systems, platforms, or applications in a second-line (or above) operations team.
Active technical certifications in one or more 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 previous experience automating tasks via scripts.
Must Haves
Linux/Technical support experience
Strong problem-solving abilities
High-level verbal and written communication skills
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $29.00/hr.
