Support Engineer

Amazon Robotics Technical Support (ARTS) is hiring a Technical Support Engineer to deliver 24x7 mission-critical support for robotic fulfillment centers worldwide in Boston, MA.

Responsibilities

• Diagnose and resolve critical robotic system issues using advanced data and AI analysis plus technical troubleshooting
• Handle customer requests and issues by managing tickets with timely, accurate resolutions
• Lead high-severity incident response for urgent robotic failures, coordinating with cross-functional teams and business lines to drive rapid resolution
• Improve support operations by developing technical documentation, knowledge base articles, and SOPs
• Create and optimize automated workflows to enhance team efficiency and robotic system performance

Requirements

• 4+ years of software development, or 4+ years of technical support experience
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings

Technologies

• Modern program languages
• UNIX/Linux
• RESTful web API calls

Preferred Qualifications

• Knowledge of distributed or enterprise applications
• Knowledge of the UNIX/Linux operating system
• Experience analyzing and troubleshooting RESTful web API calls

Schedule and Support Coverage

• Shift: Tuesday to Saturday, 9:00 AM to 5:00 PM EST
• Provides 24x7 mission-critical support to robotic fulfillment centers around the world

Benefits

• Health insurance: medical, dental, vision, prescription
• Basic Life and AD&D insurance, plus 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
• Parental leave
• Sign-on payments
• Restricted Stock Units (RSUs)

Location: Boston, MA (onsite) • Salary: USD 90,400 - 158,200 per year