Support Engineer

Amazon.com Services LLC’s robotics division, specifically the ARTS team, is seeking a Support Engineer to operate onsite in Reading, MA. This role delivers around-the-clock technical support for robotic fulfillment centers, focusing on diagnostics, ticket handling, incident response, and advancing documentation and automated workflows. The position offers a yearly salary range of USD 90,400 to 158,200 and requires a master’s degree or higher with at least four years of relevant experience.

Responsibilities

• Conduct advanced diagnostics and resolve critical robotic system issues through data analysis, AI-driven insights, and targeted troubleshooting.
• Provide timely, accurate solutions to customer requests via effective ticket management.
• Lead high-severity incident responses, coordinating across technical teams and business units to enable rapid resolution of critical robotic system problems.
• Drive continual improvement by authoring technical documentation, knowledge base articles, and SOPs, and by designing automated workflows to boost team efficiency and system performance.

Requirements

• Bachelor’s degree in Electrical or Mechanical Engineering, or Master’s degree or higher in computer science, engineering, mathematics, or an equivalent field.
• Proven ability to communicate complex technical information clearly to executives and non-technical stakeholders, in both written and verbal form.
• Strong analytical skills with attention to detail and effective communication, or experience debugging and troubleshooting 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.
• Background in automation or monitoring frameworks, deployment, or development.
• Proficiency in scripting or programming languages such as Ruby, Python, Shell/BASH, Java, C/C++, C*, Perl, or similar.
• 4+ years 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
• Sign-on payments
• Restricted stock units (RSUs)

BASIC QUALIFICATIONS

• Bachelor’s degree in Electrical or Mechanical Engineering, or Master’s degree or higher in computer science, engineering, mathematics, or an equivalent field.
• Proven ability to communicate complex technical information clearly to executives and non-technical leaders, in writing and speaking.
• Strong analytical skills with attention to detail and effective communication, or experience troubleshooting 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.
• Background in automation or monitoring frameworks, deployment or development.
• Proficiency in scripting or programming in Ruby, Python, Shell/BASH, Java, C/C++, C*, Perl, or similar.
• 4+ years in a technical role, preferably in support engineering or system administration.

PREFERRED QUALIFICATIONS

• Knowledge of UNIX/Linux operating systems.