Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

Amazon; Westborough (MA); On-site; USD 67,000 - 151,000; Full time

Job summary

An innovative organization is looking for a Technical Support Engineer to join their dynamic team. This role involves analyzing and resolving technical issues, collaborating with development teams, and managing high-severity incidents. The ideal candidate will have a strong background in software development and technical support, along with a passion for problem-solving. You will be part of a global team focused on delivering exceptional customer service and technical expertise. If you thrive in a fast-paced environment and enjoy tackling complex challenges, this opportunity is perfect for you.

Qualifications

• 2+ years in software development or technical support.
• Experience with Unix systems and troubleshooting technical systems.

Responsibilities

• Analyze and resolve escalated technical issues at Amazon Robotics facilities.
• Collaborate with development teams to create solutions for complex problems.

Skills

Software Development

Technical Support

Troubleshooting

Debugging

Unix Systems

Tools

SQL

Web Services

Distributed Systems

Networking Protocols

Job description

Technical Support Engineer, Amazon Robotics Technical Support (ARTS)

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Job Details

Shift: Sun-Thurs, 9-5 EST (including 1 weekend day for 24/7 support)

Role Description

Are you inspired by invention? Do you enjoy problem-solving in a team environment? Amazon Robotics is seeking passionate candidates with a curiosity for technology and complex systems to join our expanding Technical Support team as an Engineer.

Key Responsibilities

1. Analyze, mitigate, or resolve escalated technical issues at Amazon Robotics facilities.
2. Use data sources, dashboards, and logs to identify and fix software/hardware bugs.
3. Collaborate with development teams to resolve complex problems and create solutions.
4. Manage high-severity incidents in Amazon’s fulfillment and sortation centers.
5. Lead real-time troubleshooting and communication with customers, coordinating service restoration.
6. Apply Change Management best practices for environment updates.

About the Team

Our global team of robotic system specialists provides remote technical support via tickets, phone, and chat. We focus on solving complex problems and delighting customers, supported by comprehensive training and mentorship.

Basic Qualifications

• 2+ years in software development or technical support.
• Experience with Unix systems.
• Troubleshooting and debugging technical systems.

Preferred Qualifications

• Knowledge of web services, distributed systems, and web app development.
• Understanding of networking protocols like HTTP, DNS, TCP/IP.
• Ability to construct and run SQL queries.

Additional Information

Amazon is an equal opportunity employer. Accommodations are available for applicants with disabilities. Compensation varies by location, with a range from $67,200 to $150,300 annually, plus benefits and possible additional compensation. Apply via our careers site.