Technical Support Manager, Amazon Robotics Technical Support (ARTS)

Overview

As Technical Manager, you lead and grow the regional ARTS support team that keeps Amazon’s robotic services running around the world. You’ll partner with global Software & Engineering to diagnose root causes and implement lasting fixes, while scaling processes and performance metrics. You’ll foster a healthy culture, mentor engineers, and manage high-severity incidents to ensure reliability. This role blends people leadership with hands-on operational excellence in a fast-paced, robotics-enabled environment.

Responsibilities

• Hire, coach and mentor direct reports; manage performance and development
• Ensure compliance with policies and productivity targets
• Foster motivation and collaboration to meet goals; conduct regular 1:1s
• Create a positive work culture and clear operating norms
• Set and drive departmental goals to improve business outcomes
• Identify issues and implement effective solutions
• Evaluate performance data to identify trends and improvements
• Contribute to team efforts to achieve results
• Serve as escalation point and incident manager for high-severity incidents

Key requirements

• Bachelor in Computer Science or related technical discipline
• Strong written and verbal communication; ability to present complex info 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, engineering, or operations
• 4+ years of management or direct team-leader experience in a similarly complex technical support environment (6+ FTEs)
• Proven experience leading high-severity incident restoration as technical authority or Incident Manager
• strong communication
• leadership and mentoring
• collaboration across cross-functional teams
• technical support leadership
• incident management
• operations process improvement

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