Support Engineer

As a Support Engineer with Amazon.com Services LLC, you will join the Amazon Robotics Technical Support (ARTS) team to provide around-the-clock, mission-critical technical support for robotic fulfillment centers. This on-site role focuses on diagnosing and resolving complex robotic system issues, leading high-severity incident responses, and building documentation to enhance overall system performance.

Location

Westborough, MA (onsite)

Salary

USD 90,400 - 158,200 per yearly

Experience

Minimum 4 years in a technical role, preferably in support engineering or system administration

Education

Bachelor's degree or above in Electrical or Mechanical Engineering; Master's degree or above in computer science, engineering, mathematics or equivalent

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.

Requirements

• 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 with Linux/Unix operating systems
• Experience in an AWS environment, including VPC, EC2, EBS, S3, SQS, CloudFormation and Lambda
• Experience working with databases and SQL
• Experience in automation or monitoring frameworks, deployment or development
• Experience in scripting or programming work in Ruby, Python, Shell/BASH scripting, Java, C/C++, C*, Perl, or other languages
• 4+ years of experience in a technical role, preferably in support engineering or system administration

Technologies

• Linux/Unix
• AWS (VPC, EC2, EBS, S3, SQS, CloudFormation, Lambda)
• SQL
• Ruby, Python, Shell/BASH scripting
• Java, C/C++, C*, Perl

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Preferred Qualifications

• Knowledge of UNIX/Linux operating system