Support Engineer , Amazon Robotics Technical Support

Socket.dev; Boston (MA); On-site; USD 90,000 - 158,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid Time Off

Job summary

Amazon Robotics is seeking an experienced Technical Support Engineer to diagnose and resolve complex robotic system issues, and to provide rapid, reliable support for our global operations.

The role emphasizes cross-functional collaboration, incident management, and creation of automation and knowledge resources to improve system performance and customer satisfaction.

Qualifications

• 4+ years of software development or technical support experience.
• Bachelor's degree or above in Electrical or Mechanical Engineering, or Master's in CS/engineering, mathematics or equivalent.
• Experience communicating complex technical information clearly to executives and non-technical leaders.
• Experience with scripting or programming in common languages.
• Experience in AWS environment (VPC, EC2, S3, etc.) and Linux/Unix.
• Experience with databases and SQL.

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 through ticket handling.
• Lead high-severity incident response with cross-functional collaboration for rapid resolution.
• Develop technical documentation, knowledge base articles, and SOPs; create automated workflows to improve efficiency.

Skills

Software development

Technical support

Data analysis

Communication

Scripting languages

Education

Electrical or Mechanical Eng. degree

CS/Engineering master's

Tools

AWS

Linux/Unix

SQL

Ruby/Python/Java/C/C++

Job 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

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:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

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+ Year Experience with Technical Call leading or Technical Incident Management

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.

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