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.
About the role
The 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.
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.
Schedule
The shift for this role is Tuesday - Saturday from 9:00 AM - 5:00 PM EST.
Qualifications
Basic Qualifications
- 4+ years of software development, or 4+ years of technical support experience
- 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
- 4+ years of experience in a technical role, preferably in support engineering or system administration
Preferred Qualifications
- Knowledge of UNIX/Linux operating system
- 3+ years of experience with Technical Call leading or Technical Incident Management
Benefits
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. 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
Pay
The base salary range for this position is $90,400.00 - $158,200.00 USD annually. 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.
Locations: Boston, North Reading, or Westboro, MA.