Support Engineer, Amazon Robotics Technical Support

Amazon Robotics Technical Support (ARTS) provides 24x7 mission-critical support for robotic fulfilment centres worldwide. In this onsite role in North Reading, MA, you’ll help keep complex robotic operations running by troubleshooting issues, responding to customer tickets, and coordinating fast incident response when it matters most. The shift schedule for this position is Tuesday to Saturday, 9:00 AM to 5:00 PM EST.

Responsibilities

• Perform complex diagnostics and drive resolution for critical robotic system issues using advanced data and AI analysis, along with technical troubleshooting.
• Handle customer requests through effective ticket management, delivering timely and accurate solutions.
• Lead high-severity incident response, coordinating with cross-functional technical teams and business lines to accelerate resolution of critical robotic system issues.
• Support continuous improvement by developing technical documentation, knowledge base articles, and SOPs.
• Create and optimize automated workflows to improve 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 working in agile/scrum or related collaborative workflows.
• Experience troubleshooting and documenting findings.

Technologies

• UNIX/Linux
• RESTful web API calls
• agile/scrum

Benefits

• Health insurance: medical, dental, vision, prescription, Basic Life & AD&D insurance, and options for Supplemental life plans
• EAP, Mental Health Support, and a Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave

The salary range for this position is USD 90,400 - 158,200 per year.

Preferred Qualifications

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