Hardware Support Engineer, Robotics Technical Services

About the role

Robotics Technical Services (RTS) seeks a Field Hardware Support Engineer to serve as the vital link between on‑site technicians and RTS engineering teams. You will launch new systems, develop preventative maintenance procedures, ensure spare‑part availability, proactively monitor system performance, provide troubleshooting support, and drive continuous‑improvement initiatives across Amazon’s fulfillment network. The role involves establishing standard operating procedures, performance metrics, and feedback mechanisms to help the RTS team scale effectively while ensuring safety, reliability, and performance of emerging robotics technology.

Key responsibilities

• Provide on‑site support for new product implementations, upgrades, hardware audits, and troubleshooting for advanced robotics systems.
• Partner with site‑level Reliability and Maintenance Engineering (RME) teams to maximize system performance.
• Identify, analyze, and resolve mechanical and system issues across the RTS product suite.
• Design and implement electro‑mechanical tools, fixtures, and diagnostic solutions to minimize downtime.
• Develop and deploy proactive monitoring tools to measure safety, reliability, and performance.
• Create escalation processes, standard operating procedures, and preventative‑maintenance protocols.
• Design and lead training sessions; develop training content for on‑site RME teams.
• Develop and implement spare‑parts management systems and processes.
• Produce performance reports and deliver “voice of the customer” feedback to development and support teams.
• Travel up to 50 % of the time to customer sites.

Basic qualifications

• Bachelor’s degree or higher in Mechanical, Electrical, Industrial Engineering, or a related STEM field.
• Knowledge of networking fundamentals.
• Experience working in a 24/7 production environment.
• Familiarity with Six Sigma tools, Lean techniques, PMP or similar standards (preferred).
• Knowledge of configuration‑management systems such as Puppet, Chef, Ansible, or related tools.
• Experience in Linux systems administration and/or development.

Preferred qualifications

• 2 + years of site reliability engineering (SRE), systems engineering, systems administration, DevOps, security administration, or network administration experience.
• 1 + year of experience building scripts, tooling, and automation for large‑scale computing environments.
• Experience with network capture and systems troubleshooting.

Benefits

• Medical, dental, and vision coverage.
• Maternity and parental leave options.
• Paid time off (PTO).
• 401(k) plan with company matching.
• Comprehensive health insurance options, including prescription, basic life & AD&D, supplemental life, EAP, mental‑health support, medical advice line, flexible spending accounts, and adoption/surrogacy reimbursement.

Pay

Base salary range: $82,400 – $144,100 USD annually (location‑specific). Total compensation may include sign‑on payments and restricted stock units (RSUs), with final amounts determined by experience, qualifications, and location.

Travel

Up to 50 % travel is expected for on‑site support and audits.