• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem). • Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement. • Participate in real-time customer remediation efforts and live incident resolution. • Act as a customer advocate to ensure timely and accurate issue resolution. • Support enterprise customers with mission-critical systems and real-time data use cases. • Assist with new deployments, configuration guidance, and performance tuning. • Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities. • Contribute to a collaborative, agile, and globally distributed support team.

Role Description Amazon's IT Services support is the first point of contact for technical support requests. Our IT Support Technician spends their day fielding incoming support chats, calls, and tickets on behalf of Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Specialist will be customer-focused and motivated by team success. You will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. - Provides comprehensive technical support to Amazon Corporate employees worldwide. - Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards. - Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved. - Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely. - Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed. - Follow all standard operating procedures (SOP) through the effective use of Knowledge management. - Manage a case count between 15-25 phone/chat/tickets. - Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users. - Assists with activities to triage and escalate any system or network outage to reduce downtime. - Adherence to shift schedules and timeliness are key requirements. - This role requires flexibility to support teams across APAC, EMEA and AMER time zones (24/7 Model), making adaptability in scheduling essential for success. Qualifications - 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience. - Experience troubleshooting integrated and interdependent computer systems. - Experience with network troubleshooting and support. Requirements - CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications. - Experience in a dynamic environment with a high degree of customer service. Company Description The Global Service Desk serves as your first point of contact for all technical support needs. Our mission is to deliver timely, effective solutions while ensuring a consistent support experience to Amazonians globally.

The Carbon Robotics LaserWeeder™ leverages advanced robotics, computer vision, AI/deep learning, and lasers to eliminate weeds with sub-millimeter accuracy—all without herbicides. This innovative solution reduces environmental impact, promotes soil health, and helps farmers address labor shortages and rising costs. Designed in Seattle and built at our cutting-edge manufacturing facility in Richland, Washington, the LaserWeeder is setting a new standard for automated weed control. With $157 million in funding from prominent investors such as BOND, NVentures (NVIDIA’s venture arm), Anthos Capital, Fuse Venture Capital, Ignition Partners, Revolution, Sozo Ventures, and Voyager Capital, Carbon Robotics is driving innovation. As a no-nonsense team with a bias for action, we take pride in executing our ideas. Whether it’s designing transformative technology or visiting farms to ensure our products are reliable and safe, we do whatever it takes to deliver for our customers. Working here means tackling big problems with big impact. You’ll find opportunities to grow professionally, solve complex challenges, and make meaningful contributions to a mission that matters. At Carbon Robotics, we trust our team to act independently and make practical, real-world decisions. Join us as we innovate, execute, and build the future of farming together. YouTube | X | Instagram | LinkedIn | News Technical Support Engineer As a Technical support engineer, you’ll be the face of Carbon Robotics as we deliver a high-quality, low friction, superior customer experience. As the first point of contact, you’ll quickly triage the issue and begin to assist the customer - relying on our knowledge base, your troubleshooting skills, and as needed, your teammates. What you’ll do: - Serve as the first point of contact for inbound customer communications - Troubleshoot and resolve issues with Carbon Robotics services and products. E.g. Laswerweeder and ATK - Gather appropriate diagnostic information - Meet established response expectations and ensure an exceptional customer experience - Support Carbon Robotics Field Support Engineers and Sales personnel in the field - Contribute to internal and external documentation such as knowledge articles, process documentation, runbooks, and FAQs - Occasional travel may be required - Participation in on-call rotation Knowledge, Skills, and Abilities for Success: - 2+ years in remote/telephone/chat customer-facing service and support - Creating and managing customer communication and tickets - Ability to follow complex instructions both written and oral - Sound judgement, solid relationship management, customer service and communication skills - Hands-on technical troubleshooting in Linux environment Why would you join Carbon Robotics? Passion for building teams capable of solving uniquely interesting problems. Innovation while disrupting the market is what we do. Profiled in WSJ and Forbes, Carbon Robotics is poised to become the next billion dollar company in the rapidly growing worldwide Ag-Tech industry. We offer competitive compensation and benefits to our full time US based* employees, including: - Competitive salaries - Pre-IPO Stock Options - Generous Benefits: - Fully-paid medical, dental, and vision insurance premiums for you and all dependents - Choice of PPO or HDHP/HSA - Virtual Care - Doctor on Demand - Employee Assistance Program - Mental Health HRA - Restricted Healthcare Travel support - Menopause Support - Life Insurance - Long Term Disability - Flexible PTO - 401(k) plan - Pet Insurance - Commuter Benefits - Work Culture: Be a part of an inclusive and tight-knit company culture that values innovation and mission-driven success. *Internationally based employees benefits varies & Contractors are not eligible for Carbon Robotics Benefits or Stock Carbon Robotics is building a culture of diversity and inclusion for all. We welcome everyone’s voice and believe in open and transparent communication. We believe the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation to which we will build a truly unique environment. We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability , HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law. #talentacquisition #laserweeding #laserweeder #weedcontrol #agtech #agtechnology #farmtech #robotics #lasers #lasersandrobots #missiondriven #AI #startup #wearehiring #computervision #machinelearning #carbonrobotics

• Lead and motivate a distributed team of T1/T2/T3 engineers including dedicated Mission Control Engineers (MCEs). • Identify workflow bottlenecks, remove roadblocks, and create realistic project timelines. • Oversee the team's handling of complex service issues within the Escalation Matrix. • Communicate effectively to technical and business audiences, building effective relationships with cross-functional managers. • Manage team budgets and monitor staffing needs, driving continuous platform improvement.