Technical Support Engineers

Profile

** Two positions available: 2nd shift (3-Midnight) and 3rd shift (Midnight - 9am) **
Kiva Systems, a subsidiary of Amazon.com is continuing to experience high growth. We are seeking talented and motivated individuals to join our Technical Support team. The team is responsible for customer satisfaction with our installed system which includes resolving technical support requests, performing scheduled upgrades and maintenance, and troubleshooting equipment and software-related issues. In addition to robotic drive units, the Kiva Systems solution includes an overarching software system that controls and monitors both the robots and the inventory in the system. Visit our website at ****The successful candidates for these positions will possess a blend of skills in order to provide technical support for Kiva Systems software and hardware as well as servers and wireless networks. This candidate needs to be self-motivated; able to perform both independently and within a team environment. This position reports to the Technical Support Manager.
Responsibilities:
Providing mission critical support for Kiva customer installations on software, server and network issues
Documenting software issues and their resolution
Managing customer issues using Salesforce.com
Communicating effectively across cross-functional teams such as Field Service and Sustaining Engineering
Identifying system improvements and enhancements to achieve customer objectives
Interacting with customers, keeping them informed of changes in status as resolution progresses
Qualifications:
BS in Engineering, Computer Science or a related field
3 years’ experience in a technical support role within a technology company with a large installed product base
Ability to analyze system performance on a UNIX system using tools like sar and top, vmstat, etc.
Ability to write and to run MySQL queries
Active certifications in SQL (Oracle) or Linux (Red Hat) is a big plus
Knowledge of robotics and/or electro-mechanical principles is a plus
Willingness to work flexible work hours and days and to take occasional after-hours calls
Demonstrated ability to work collaboratively within a team
Ability to perform under pressure and with short deadlines
Working knowledge of Windows XP Professional
Must have a preference to work 2nd or 3rd shift
Kiva Systems
300 Riverpark Dr.
North Reading, MA 01864
Web: ****

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