Support Engineer , Amazon Robotics Technical Support
Amazon · Middlesex County, MA · 1 mo ago
ConsultingFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must remove boilerplate like EEO, application instructions, etc. Must preserve all substantive info.
Let's parse the description.
We have:
Description 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.
A day in the life (maybe not needed)
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children can use. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: Medical, Dental, and Vision Coverage Maternity and Parental Leave Options Paid Time Off (PTO) 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Basic Qualifications
4+ years of software development, or 4+ years of technical support experience
4+ years of experience in a technical role, preferably in support engineering or system administration.
- Bachelor's degree or above in Electrical or Mechanical Engineering, or Master's degree or above in computer science, engineering, mathematics or equivalent
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
- Experience in scripting or programming work in Ruby, Python, Shell/BASH scripting, Java, C/C++, C*, Perl, or other languages
- Experience in an AWS environment, including VPC, EC2, EBS, S3, SQS, CloudFormation and Lambda
- Experience with Linux/Unix operating systems
- Experience working with databases and SQL
Preferred Qualifications
Knowledge of UNIX/Linux operating system
3+ Year Experience with Technical Call leading or Technical Incident Management
Benefits: Already covered earlier: medical, dental, vision, maternity/parental leave, PTO, 401(k). Also later: 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.
Pay: 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... Then location salary ranges: USA, MA, N.Reading - 90,400.00 - 158,200.00 USD annually; USA, MA, Westboro - 90,400.00 - 158,200.00 USD annually.
Schedule: The shift for this role is Tuesday - Saturday from 9-5 PM EST.
We need sections: About the role (maybe the introductory paragraph), Responsibilities, Requirements (maybe Basic Qualifications?), Qualifications (maybe Preferred?), Skills (maybe technical skills?), Benefits, Pay, Schedule.
We must not create sections with filler. Must include only if real content.
We need to decide which sections to include.
We have content for About the role: the initial paragraph describing Amazon Robotics, ARTS team, mission, etc. That's substantive.
Responsibilities: we have bullet list.
Requirements: Could be Basic Qualifications (the list). That's substantive.
Qualifications: Could be Preferred Qualifications.
Skills: Could be the specific technical skills (scripting languages, AWS, Linux, SQL). Might be overlapping with qualifications. But we can create a Skills section summarizing those technical skills.
Benefits: we have benefits list.
Pay: we have salary ranges.
Schedule: we have shift.
We must not include fluff like "commensurate with experience". We have actual salary numbers.
We must not repeat job title.
We must not include Job ID etc.
We must not include boilerplate like EEO, application instructions, accommodation link, etc.
We must not include "A day in the life" maybe not needed as a section; but we could incorporate into About the role? It's just a sentence about benefits; we already have benefits.
We need to output only HTML fragment, no /, no markdown fences.
We'll produce something like:
.
Requirements (Basic Qualifications) list:
- 4+ years of software development, or 4+ years of technical support experience
- 4+ years of experience in a technical role, preferably in support engineering or system administration.
- Bachelor's degree or above in Electrical or Mechanical Engineering, or Master's degree or above in computer science, engineering, mathematics or equivalent
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
- Experience in scripting or programming work in Ruby, Python, Shell/BASH scripting, Java, C/C++, C*, Perl, or other languages
- Experience in an AWS environment, including VPC, EC2, EBS, S3, SQS, CloudFormation and Lambda
- Experience with Linux/Unix operating systems
- Experience working with databases and SQL
We'll put each as .
Preferred Qualifications:
- Knowledge of UNIX/Linux operating system
- 3+ Year Experience with Technical Call leading or Technical Incident Management
Skills: Could extract the specific technical skills: scripting languages (Ruby, Python, Shell/BASH, Java, C/C++, C*, Perl), AWS services (VPC, EC2, EBS, S3, SQS, CloudFormation, Lambda), Linux/Unix, databases/SQL. Could also include communication, analytical skills. But we might just list them.
Better to create a Skills section summarizing: "Proficiency in scripting/programming languages (Ruby, Python, Shell/BASH, Java, C/C++, C*, Perl); experience with AWS (VPC, EC2, EBS, S3, SQS, CloudFormation, Lambda); Linux/Unix operating systems; databases and SQL; strong analytical and communication skills."
We'll put as
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc. Must remove boilerplate like EEO, application instructions, etc. Must preserve all substantive info.
Let's parse the description.
We have:
Description 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.
A day in the life (maybe not needed)
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children can use. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: Medical, Dental, and Vision Coverage Maternity and Parental Leave Options Paid Time Off (PTO) 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Basic Qualifications
4+ years of software development, or 4+ years of technical support experience
4+ years of experience in a technical role, preferably in support engineering or system administration.
- Bachelor's degree or above in Electrical or Mechanical Engineering, or Master's degree or above in computer science, engineering, mathematics or equivalent
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
- Experience in scripting or programming work in Ruby, Python, Shell/BASH scripting, Java, C/C++, C*, Perl, or other languages
- Experience in an AWS environment, including VPC, EC2, EBS, S3, SQS, CloudFormation and Lambda
- Experience with Linux/Unix operating systems
- Experience working with databases and SQL
Preferred Qualifications
Knowledge of UNIX/Linux operating system
3+ Year Experience with Technical Call leading or Technical Incident Management
Benefits: Already covered earlier: medical, dental, vision, maternity/parental leave, PTO, 401(k). Also later: 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.
Pay: 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... Then location salary ranges: USA, MA, N.Reading - 90,400.00 - 158,200.00 USD annually; USA, MA, Westboro - 90,400.00 - 158,200.00 USD annually.
Schedule: The shift for this role is Tuesday - Saturday from 9-5 PM EST.
We need sections: About the role (maybe the introductory paragraph), Responsibilities, Requirements (maybe Basic Qualifications?), Qualifications (maybe Preferred?), Skills (maybe technical skills?), Benefits, Pay, Schedule.
We must not create sections with filler. Must include only if real content.
We need to decide which sections to include.
We have content for About the role: the initial paragraph describing Amazon Robotics, ARTS team, mission, etc. That's substantive.
Responsibilities: we have bullet list.
Requirements: Could be Basic Qualifications (the list). That's substantive.
Qualifications: Could be Preferred Qualifications.
Skills: Could be the specific technical skills (scripting languages, AWS, Linux, SQL). Might be overlapping with qualifications. But we can create a Skills section summarizing those technical skills.
Benefits: we have benefits list.
Pay: we have salary ranges.
Schedule: we have shift.
We must not include fluff like "commensurate with experience". We have actual salary numbers.
We must not repeat job title.
We must not include Job ID etc.
We must not include boilerplate like EEO, application instructions, accommodation link, etc.
We must not include "A day in the life" maybe not needed as a section; but we could incorporate into About the role? It's just a sentence about benefits; we already have benefits.
We need to output only HTML fragment, no /, no markdown fences.
We'll produce something like:
About the role
...
Responsibilities
- ... ...
Requirements
- ... ...
Preferred Qualifications
- ... ...
Skills
- ... ...
Benefits
- ... ...
Pay
...
Schedule
...
Make sure to preserve all substantive info. Let's extract exact text. About the role paragraph: "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." We could keep that as. Responsibilities bullet list: - 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. We'll put each as
- ... maybe combine into one
- or multiple.
Benefits: list from description: Medical, Dental, and Vision Coverage; Maternity and Parental Leave Options; Paid Time Off (PTO); 401(k) Plan; also later: 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; parental leave. We need to avoid duplication. We'll combine into a comprehensive list.
Let's compile benefits:
- Medical, Dental, and Vision Coverage
- Prescription coverage
- Basic Life & AD&D insurance
- Option for Supplemental life plans
- Employee Assistance Program (EAP)
- Mental Health Support
- Medical Advice Line
- Flexible Spending Accounts
- Adoption and Surrogacy Reimbursement coverage
- 401(k) Plan (including matching)
- Paid Time Off (PTO)
- Maternity and Parental Leave Options
We'll keep as
- .
Pay: 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. Then specific ranges: USA, MA, N.Reading - 90,400.00 - 158,200.00 USD annually; USA, MA, Westboro - 90,400.00 - 158,200.00 USD annually.
We'll put as
containing that info. Schedule: The shift for this role is Tuesday - Saturday from 9-5 PM EST. We'll put as <