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. The Amazon Robotics Technical Support (ARTS) team provides 24×7 mission‑critical support to robotic fulfillment centres around the world.
About the role
As a Technical Support Engineer you will join an elite group of problem solvers to maintain Amazon’s worldwide network of robotic solutions, solving technical issues for customers, diving deep into complex problems, and thriving in ambiguous, fast‑paced, high‑impact situations.
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 by developing 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 programming 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.
Schedule
Tuesday – Saturday, 9 AM – 5 PM EST.
Pay
Base salary range: $90,400 – $158,200 USD annually (Boston, MA; North Reading, MA; Westboro, MA).
Benefits
- Sign‑on payments and restricted stock units (RSUs).
- Comprehensive health insurance (medical, dental, vision, prescription), Basic Life & AD&D insurance, optional supplemental life plans.
- Employee Assistance Program, mental health support, medical advice line.
- Flexible Spending Accounts, adoption and surrogacy reimbursement coverage.
- 401(k) matching.
- Paid time off and parental leave.