Support Engineer , Amazon Robotics Technical Support

At Amazon Robotics, we believe that the road to fundamentally changing how the world views and uses robotics begins with improving the experience of people. Our products automate high-effort and repetitive tasks and ship with intuitive and streamlined interfaces so that our operators can focus on making high-judgement decisions and responding to the unexpected.

Amazon Robotics Technical Support (ARTS) team is looking for a talented, experienced engineer to join us. We are searching for individuals who are obsessed with solving technical issues for customers, dive deep into complex technical problems, and thrive in managing ambiguous, fast-paced, high-impact situations. We provide 24x7 mission-critical support to robotic fulfilment centres around the world. As a Technical Support Engineer, you will join forces with an elite group of problem solvers to help maintain Amazon's world-wide network of robotic solutions.

** The shift for this role is Tuesday - Saturday from 9-5 PM EST **


Key job responsibilities
Perform complex diagnostics and resolution of critical robotic system issues through advanced data/AI analysis and technical troubleshooting.
Deliver timely and accurate solutions to customer requests and issues through effective ticket handling.
Lead high-severity incident response, orchestrating cross-functional collaboration across technical teams and business lines to drive rapid resolution of critical robotic system issues.
Drive continuous improvement through the development of technical documentation, knowledge base articles, and SOPs; create and optimize automated workflows to enhance team efficiency and robotic system performance.

Basic Qualifications

- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, MA, Boston - 90,400.00 - 158,200.00 USD annually
USA, MA, North Reading - 90,400.00 - 158,200.00 USD annually
USA, MA, Westboro - 90,400.00 - 158,200.00 USD annually