15 Technicians jobs in Ramsey

PURPOSE OF THE JOB:
The purpose of the Technical Support (Mechanical) role is to support the Technical Specialist in all technical and compliance aspects within the account, specialising within the mechanical discipline. The role provides day-to-day support in mechanical operations, maintenance activities, compliance documentation, and resolution of technical issues, working under the direction and supervision of the Technical Specialist.


MAIN DUTIES AND RESPONSIBILITIES:

• Assist in delivering the account's technical and compliance responsibilities, including statutory requirements (Pressure systems, water management, F-Gas, medical gases, etc.).
• Support the Compliance Manager in coordinating inspections, maintenance, and remedial actions, following written schemes of examinations against set frequencies.
• To be appointed as a Pressure Systems AP, managing isolations and shutdowns when required.
• Support the boiler/steam generator manager in operational duties relating to steam generating plant and associated equipment.
• Managing appointed 3rd party contractors onsite, supporting delivery of services (Water specialists, drainage, combustion, F-Gas etc.).
• Provide technical assistance to the operations team with issues, breakdowns, and routine procedures, escalating complex matters as needed.
• To be technical support to the Technical Specialist for mechanical aspects. Liaising closely with the other SME's within the technical team.
• Support the Mechanical Technical Specialist in preparing regular compliance reports for stakeholders.
• Help ensure all logbooks and documentation are kept up to date and audit-ready; participate in compliance audits as required.
• Assist with RCA and CAPA processes.
• Participate in training and actively contribute towards personal and team development.
• To support in energy initiatives and work closely with the ESG team.

PERSON SPECIFICATION:

• Desirable to be HNC educated, time served engineering apprenticeship or equivalent. Extensive experience considered as an alternative.
• Member of or working towards membership and professional registration with an institute (e.g. IET, IMechE).
• Technical training qualifications in various mechanical engineering aspects. (Pressure systems AP, BOAS boiler operator/manager, L8, HVAC, F-Gas).
• Recognised H&S qualification (IOSH or NEBOSH).
• Proven experience of managing isolations and works around pressure systems.
• Extensive computer literacy skills (excel, word, powerpoint, visio etc).
• Experienced in working within critical environments, preferably pharmaceuticals.
• Experienced in conducting and leading route cause analysis investigations and resulting corrective and preventative actions.
• Proven experience of assessing and appointing individuals for mechanical competencies.

Technical Support (Mechanical)
Job ID
231657
Posted
14-Aug-2025
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Engineering/Maintenance
Location(s)
Cambridge - England - United Kingdom of Great Britain and Northern Ireland
**PURPOSE OF THE JOB:**
The purpose of the Technical Support (Mechanical) role is to support the Technical Specialist in all technical and compliance aspects within the account, specialising within the mechanical discipline. The role provides day-to-day support in mechanical operations, maintenance activities, compliance documentation, and resolution of technical issues, working under the direction and supervision of the Technical Specialist.
**MAIN DUTIES AND RESPONSIBILITIES:**
+ Assist in delivering the account's technical and compliance responsibilities, including statutory requirements (Pressure systems, water management, F-Gas, medical gases, etc.).
+ Support the Compliance Manager in coordinating inspections, maintenance, and remedial actions, following written schemes of examinations against set frequencies.
+ To be appointed as a Pressure Systems AP, managing isolations and shutdowns when required.
+ Support the boiler/steam generator manager in operational duties relating to steam generating plant and associated equipment.
+ Managing appointed 3rd party contractors onsite, supporting delivery of services (Water specialists, drainage, combustion, F-Gas etc.).
+ Provide technical assistance to the operations team with issues, breakdowns, and routine procedures, escalating complex matters as needed.
+ To be technical support to the Technical Specialist for mechanical aspects. Liaising closely with the other SME's within the technical team.
+ Support the Mechanical Technical Specialist in preparing regular compliance reports for stakeholders.
+ Help ensure all logbooks and documentation are kept up to date and audit-ready; participate in compliance audits as required.
+ Assist with RCA and CAPA processes.
+ Participate in training and actively contribute towards personal and team development.
+ To support in energy initiatives and work closely with the ESG team.
**PERSON SPECIFICATION:**
+ Desirable to be HNC educated, time served engineering apprenticeship or equivalent. Extensive experience considered as an alternative.
+ Member of or working towards membership and professional registration with an institute (e.g. IET, IMechE).
+ Technical training qualifications in various mechanical engineering aspects. (Pressure systems AP, BOAS boiler operator/manager, L8, HVAC, F-Gas).
+ Recognised H&S qualification (IOSH or NEBOSH).
+ Proven experience of managing isolations and works around pressure systems.
+ Extensive computer literacy skills (excel, word, powerpoint, visio etc).
+ Experienced in working within critical environments, preferably pharmaceuticals.
+ Experienced in conducting and leading route cause analysis investigations and resulting corrective and preventative actions.
+ Proven experience of assessing and appointing individuals for mechanical competencies.
CBRE GWS
CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.
Find out more ( Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)

**AVEVA is creating software trusted by over 90% of leading industrial companies.**
**Position** : Technical Support Engineering Graduate- UK
**Employment type:** Full-time regular
**Work Type** : Hybrid (3 days min a week in office)
**Locations:**
+ Cambridge, UK
If you are looking to launch or grow your career in the areas of industry, technology and client-facing work, look no further than the Technical Support Engineering role at AVEVA.
As a member of the Technical Support Team, our mission is to serve our customers with best in class quality and speed to achieve their business outcomes while developing internal talent for the future of AVEVA. In this role you have the opportunity to make a significant impact for our broad customer base, including Fortune 100 companies, each and every day, while simultaneously building upon your existing skill-sets. The role will allow you to develop a variety of skills that will contribute to your entire career while working with a team of talented people who help our dynamic range of customers.
**As a Technical Support Engineer, you will:**
+ Complete our New Hire Orientation and a thorough training program where you learn about our products, customers and company culture via classroom training, customer interactions, visiting operating facilities, shadowing and hands on experience helping customers get value from their software systems.
+ Enable our customers' success to manage their operations by supporting them remotely through phone, email, web channels or on-site to best serve their environment while performing a variety of complex technical challenges.
+ Teach our customers how to use our software as an instructor for public classes, or assist in the development of your peers by getting involved as an internal instructor or job trainer
+ Develop your business acumen by communicating frequently with our customers to understand how they utilize our software to solve their business challenges, and by collaborating with different AVEVA departments to deliver and improve our customers' experience with our company and products.
+ Grow your technical skill-set by developing a solid foundation in the AVEVA software portfolio, related software and industry technologies.
**We're looking for:**
+ Self-motivated individuals with a customer mindset and desire to help people
+ Enthusiasm for technical problem solving, with attention to detail and strong communication skills
+ Ability to learn and research in a dynamic and engaging environment
+ Additional language skills a plus, specifically Spanish, Portuguese or French.
+ Bachelor's Degree or higher
+ Engineering, Math, Computer Science, Natural Sciences or related field
+ 0-2 Years Experience
**About AVEVA** :
AVEVA's comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency. The company is headquartered in Cambridge, UK, with over 6,500 employees and 90 offices in over 40 countries. AVEVA is a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value. We call this Performance Intelligence (PI).
The AVEVA PI Data Infrastructure is the leading operations data management platform in essential sectors, such as power generation and utilities, water, oil and gas, mining, metals, manufacturing, pharmaceutical, facilities, transportation, food and beverage, and more. Every day, industrial professionals in 146 countries rely on the AVEVA PI Data Infrastructure to improve operational performance, protect health and safety, keep the lights on, and make the world run more smoothly.
AVEVA is an equal opportunity employer and is an affirmative action employer. Adhering to our tenets, we are pathfinders, we are honest, and we respect people: our customers, partners, and especially our employees. We are committed to an inclusive workplace and accept applications without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression or gender characteristic, national origin, religion, marital status, medical condition, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. If you have a disability or special need that requires accommodation, please let us know.
**UK Benefits include:**
Flexible benefits fund, emergency leave days, adoption leave, 28 days annual leave (plus bank holidays), pension, life cover, private medical insurance, parental leave, education assistance program.
It's possible we're hiring for this position in multiple countries, in which case the above benefits apply to the primary location. Specific benefits vary by country, but our packages are similarly comprehensive.
Find out more: aveva.com/en/about/careers/benefits/
**Hybrid working**
By default, employees are expected to be in their local AVEVA office three days a week, but some positions are fully office-based. Roles supporting particular customers or markets are sometimes remote.
**Hiring process**
Interested? Great! Get started by submitting your cover letter and CV through our application portal. AVEVA is committed to recruiting and retaining people with disabilities. Please let us know in advance if you need reasonable support during your application process.
Find out more: aveva.com/en/about/careers/hiring-process
**About AVEVA**
AVEVA is a global leader in industrial software with more than 6,500 employees in over 40 countries. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals, and minerals - safely, efficiently, and more sustainably.
We are committed to embedding sustainability and inclusion into our operations, our culture, and our core business strategy. Learn more about how we are progressing against our ambitious 2030 targets: sustainability-report.aveva.com/
Find out more: aveva.com/en/about/careers/
AVEVA requires all successful applicants to undergo and pass a drug screening and comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third-party personal data may involve additional background check criteria.
AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business. AVEVA provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application and hiring process, please notify your recruiter. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
Empowering you with pioneering tech
AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals and minerals - safely, efficiently and more sustainably.
We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies.
If you're a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers ( .
For more information about our privacy policy and how to manage cookies, visit our Privacy Policy ( .

Our client is seeking a dedicated and technically proficient Technical Support Specialist to join their customer service team. This role offers the flexibility of being fully remote, allowing you to provide essential support to users from anywhere within the UK. You will be the primary point of contact for customers experiencing technical difficulties with our client's software products. Responsibilities include diagnosing and resolving a wide range of technical issues, providing clear and concise guidance, and escalating complex problems to higher-level support teams when necessary. The ideal candidate will possess excellent problem-solving skills, a strong understanding of IT systems and software, and outstanding communication abilities. You will be adept at explaining technical concepts to non-technical users, maintaining a high level of customer satisfaction, and contributing to the continuous improvement of support processes.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and ticketing systems, providing timely and effective technical assistance.
• Diagnose and troubleshoot software and hardware issues.
• Guide users through step-by-step solutions for technical problems.
• Escalate unresolved issues to the appropriate internal teams with detailed documentation.
• Maintain accurate records of customer interactions and issue resolutions in the CRM system.
• Contribute to the development of knowledge base articles and FAQs.
• Identify trends in support requests and provide feedback to the product development team.
• Proactively monitor system performance and user feedback to identify potential issues.
• Ensure all customer interactions are handled professionally and efficiently.
• Stay up-to-date with product knowledge and technical advancements.

Qualifications:

• Proven experience in a technical support or customer service role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with networking concepts (TCP/IP, DNS, VPN).
• Excellent troubleshooting and problem-solving skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical information clearly and patiently.
• Ability to manage multiple tasks and prioritize effectively in a remote environment.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software is desirable.
• A degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Ability to work independently and as part of a remote team.
• Customer-focused attitude with a passion for helping others.

This is an excellent opportunity to join a supportive team and provide critical technical assistance, fully remotely.

Our client is seeking an experienced and customer-focused Technical Support Lead to manage their support operations based in **Cambridge, Cambridgeshire, UK**. This role is essential for ensuring high levels of customer satisfaction through efficient and effective technical assistance. You will be responsible for leading a team of technical support specialists, providing guidance, training, and support to resolve complex customer issues. Your duties will include managing incoming support tickets, prioritising requests, and ensuring timely resolution in accordance with service level agreements (SLAs). You will also be involved in developing and refining support processes, creating knowledge base articles, and identifying trends in customer queries to proactively address recurring problems. The ideal candidate will have a strong technical aptitude, excellent problem-solving abilities, and a deep understanding of customer service principles. You should be adept at managing a team, fostering a collaborative and productive environment, and motivating your staff to achieve performance targets. Experience with helpdesk software and ticketing systems is crucial. You will act as a point of escalation for the support team, handling escalated customer complaints and ensuring swift and satisfactory resolutions. This role requires excellent communication skills, both written and verbal, to effectively interact with customers and internal teams. Contributing to product improvement by relaying customer feedback to the development team will also be a key part of your contribution.

Key Responsibilities:

• Lead and mentor a team of technical support specialists.
• Manage the day-to-day operations of the customer support department.
• Ensure timely and accurate resolution of customer technical issues.
• Handle escalated customer inquiries and complaints.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Monitor and analyse support metrics, providing regular reports on team performance and customer satisfaction.
• Identify trends in support requests and recommend proactive solutions.
• Collaborate with other departments to resolve customer issues and improve product offerings.
• Implement and improve support processes and workflows.
• Train new team members on support procedures and product knowledge.
• Manage helpdesk software and ticketing systems effectively.
• Contribute to the continuous improvement of customer support services.

Qualifications:

• Proven experience in a technical support role, with at least 2 years in a lead or supervisory capacity.
• Strong technical understanding of software and hardware troubleshooting.
• Experience with CRM and helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent customer service and communication skills, both written and verbal.
• Demonstrated ability to lead and motivate a team.
• Strong problem-solving and analytical skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in diagnosing and resolving common technical issues.
• Familiarity with ITIL best practices is advantageous.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

This is an excellent opportunity for a motivated individual to make a significant impact in **Cambridge, Cambridgeshire, UK**. Apply today to join our client's dedicated support team.

Our client is seeking a dedicated and knowledgeable Technical Support Specialist to join their IT department based in Cambridge, Cambridgeshire . This role is office-based, offering a collaborative and supportive work environment where you can provide first-line technical assistance to employees. You will be responsible for troubleshooting hardware, software, and network issues, responding to support tickets, and ensuring the smooth operation of IT systems. Your duties will include installing and configuring computer systems and applications, managing user accounts, and providing guidance on IT best practices. The ideal candidate will have a strong foundation in IT support, excellent problem-solving abilities, and exceptional customer service skills. You will be the first point of contact for technical queries, requiring patience, clarity, and efficiency in resolving issues. This position offers the opportunity to work with a wide range of technologies and contribute to the overall efficiency of the organization. We are looking for an individual who is eager to learn, develop their technical skills, and become an integral part of our client's IT support team.

Key Responsibilities:

• Provide first-level technical support to end-users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Manage user accounts, permissions, and access to systems.
• Document support requests, resolutions, and create knowledge base articles.
• Assist with IT asset management and inventory.
• Escalate complex issues to senior IT staff when necessary.
• Contribute to IT projects and system improvements.

Qualifications:

• Proven experience in an IT support or helpdesk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network protocols and troubleshooting.
• Experience with Microsoft Office Suite and common business applications.
• Excellent customer service and communication skills.
• Ability to diagnose and resolve technical problems effectively.
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus.

What is the job?

The ideal candidate will be expected to support our Technical Support and Sales Teams in all administrative aspects, with a focus on the coordination of technical RMAs Europe wide.

This role is based in the Thorlabs UK office.

Working Hours: Monday to Friday 8.00 am – 4.30 pm (Hybrid working available)

Key Responsibilities include but are not limited to:

• Support of our European technical support and sales teams in administrative matters
• Communicating with the customer via phone and email in CRM
• Creating quotations for special products
• Data maintenance for special articles and configurations in the ERP system
• Processing and coordination of repair, replacement, Customer supplied material and loan orders
• Coordination of repair cost estimates and QM reports between customer and repair sites
• Coordination of replacement items with manufacturing sites
• Follow up on open RMAs and provide status updates to customers
• providing cross-support to CSR teams as required

Who we are?

Thorlabs is a global, industry leading optical technologies company. We are experts in the design and manufacture or a range of innovative photonics products. We use these products in manufacturing and research, from fibre optics to piezo motors. We are the gold standard with optics laboratories worldwide. There are now 22 facilities across the world in 9 countries. Here in Ely, we are responsible for the Motion Control and Optical Tables product line.

Where you will be working?

It’s a hybrid role, working in our new purpose-built facility in Witchford, Ely as well as your home. Our purpose-built facility is just 12 miles from Cambridge, within the beautiful mediaeval city of Ely. There are train and bus links to Ely from Kings Cross and Liverpool Street London, and our site is within distance of Ely train station and Ely Bus station.

Requirements

• Commercial education or previous experience within Customer Support Representative role. 
• Work experience in a technical field is preferred
• An ability to provide a high standard of customer service via phone and e-mail 
• A high level of level of accuracy and attention to detail when processing orders and RMAs
• Strong familiarity with Microsoft Dynamics AX or a similar ERP system
• Very good English (B2+) skills required, good skills in another European language preferred (German, Swedish, French) 
• An excellent standard of written and verbal communication skills
• Service-oriented mindset
• Problem-solving in a fast-paced, constantly changing environment
• A high attention to detail

What will you get?

At Thorlabs there are lots of opportunities for inhouse customised training and development that accelerates your career progression. We have free onsite parking, free refreshments, as well as an entertainment area in our large canteen for your enjoyment.

And the benefits are?

Competitive Salary to attract the best, plus an excellent benefits package including pension, health care, 25 days holiday plus public holidays.

Job Reference: THOR-VC-713

Interview dates: First stage early June via TEAMS Video / Second stage interviews onsite early July

This is a rolling campaign, so we will actively interview applicants. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

This role does not currently meet the UK Visas and Immigration criteria for obtaining a Skilled Worker Visa we are therefore unable to accept applications that require employer sponsorship in order to obtain a Skilled Worker Visa. 

We would encourage all internal applicants to inform their line managers of their interest in this position.

Benefits

-Contributed Pension Scheme -Group Life Cover -Private Health Care -Group Income Protection & more.

Please apply through the Apply for this job button or send a copy of your CV along with a covering letter and your salary expectations to: Human Resources at Thorlabs Ltd, 204 Lancaster Way Business Park, Ely, Cambs, CB6 3NX or e-mail

In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.

Description

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazonu2019s voice AI. Alexa lives in the cloud and is happy to help anywhere there's internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song, read the latest headlines, dim the lights in your living room, and more. Basically, Alexa wants to make your life easier, more meaningful, and more fun by helping you voice control your world, both at home and on the go.



Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexau2019s knowledge base so that Alexa can understand and answer more questions from Alexa customers in all languages.



As a member of the team, you will be responsible for translating knowledge content into your language, following a variety of processes using our understanding of systems related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customeru2019s viewpoint and use our cultural and linguistic expertise to solve questions on how customers might interact with Alexa.



If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this French-speaking Support Engineer role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and language skills to make a direct impact on customer satisfaction and team metrics.



Key job responsibilities

As a native French-speaking Support Engineer based out of our Cambridge office, you will be responsible for providing high-quality technical support to Alexa Question & Answering (Q&A) internal and external customers. In the role, you can expect to:

- Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding, using internal localization tools and engines

- Create relevant and engaging content for customers based in your languageu2019s locale

- Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly and enables Alexa to sound like a local

- Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer

- Act as the first line of defence by troubleshooting top semantic frictions/defects using a set of semantic Q&A tools and implement fixes to drive improvements in Alexa's performance in your language

- Manage trouble tickets to resolution or escalation, leveraging existing documentation, procedures, and tools

- Triage complex problems to appropriate teams and track through to resolution

- Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root

- Provide detailed data and communication in tickets, documenting your investigation actions and next steps

- Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes

- Generate service metrics using scripts and/or documentation

- Apply your unique skillset to improve team processes and highlight documentation or training needs

- Impart your knowledge to team members through peer reviews, trainings and/or support sessions

Basic Qualifications

- Fluency in French and English, with strong written and verbal communication abilities

- Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques

- Ability to thrive under pressure and adapt to a fast-paced environment

- Ability to keep up with changing project conventions and newly launching projects

- Excellent organizational skills and attention to detail

- Strong analytical, communication and interpersonal skills

- Commitment to providing high-quality support and exceptional customer service

- Proficiency in generating accurate and complete support documentation

- Good judgment and decision-making skills

- Proficient with Microsoft Office products

Preferred Qualifications

- One or more years of experience as a transcriber or annotator

- Quick in adapting to new processes and workflows

- Writing/editing experience and familiarity with content production processes

- Experience/Familiarity with ontologies and/or knowledge representations

- Experience/Familiarity in SQL

- Experience in a technical support or similar role



Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates.



Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.



Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region youu2019re applying in isnu2019t listed, please contact your Recruiting Partner.

Description

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazonu2019s voice AI. Alexa lives in the cloud and is happy to help anywhere there's internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song, read the latest headlines, dim the lights in your living room, and more. Basically, Alexa wants to make your life easier, more meaningful, and more fun by helping you voice control your world, both at home and on the go.



Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexau2019s knowledge base so that Alexa can understand and answer more questions from Alexa customers in all languages.



As a member of the team, you will be responsible for translating knowledge content into your language, following a variety of processes using our understanding of systems related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customeru2019s viewpoint and use our cultural and linguistic expertise to solve questions on how customers might interact with Alexa.



If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this French-speaking Support Engineer role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and language skills to make a direct impact on customer satisfaction and team metrics.



Key job responsibilities

As a native French-speaking Support Engineer based out of our Cambridge office, you will be responsible for providing high-quality technical support to Alexa Question & Answering (Q&A) internal and external customers. In the role, you can expect to:

- Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding, using internal localization tools and engines

- Create relevant and engaging content for customers based in your languageu2019s locale

- Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly and enables Alexa to sound like a local

- Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer

- Act as the first line of defence by troubleshooting top semantic frictions/defects using a set of semantic Q&A tools and implement fixes to drive improvements in Alexa's performance in your language

- Manage trouble tickets to resolution or escalation, leveraging existing documentation, procedures, and tools

- Triage complex problems to appropriate teams and track through to resolution

- Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root

- Provide detailed data and communication in tickets, documenting your investigation actions and next steps

- Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes

- Generate service metrics using scripts and/or documentation

- Apply your unique skillset to improve team processes and highlight documentation or training needs

- Impart your knowledge to team members through peer reviews, trainings and/or support sessions

Basic Qualifications

- Fluency in French and English, with strong written and verbal communication abilities

- Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques

- Ability to thrive under pressure and adapt to a fast-paced environment

- Ability to keep up with changing project conventions and newly launching projects

- Excellent organizational skills and attention to detail

- Strong analytical, communication and interpersonal skills

- Commitment to providing high-quality support and exceptional customer service

- Proficiency in generating accurate and complete support documentation

- Good judgment and decision-making skills

- Proficient with Microsoft Office products

Preferred Qualifications

- One or more years of experience as a transcriber or annotator

- Quick in adapting to new processes and workflows

- Writing/editing experience and familiarity with content production processes

- Experience/Familiarity with ontologies and/or knowledge representations

- Experience/Familiarity in SQL

- Experience in a technical support or similar role



Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates.



Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.



Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region youu2019re applying in isnu2019t listed, please contact your Recruiting Partner.