Westborough, MA

Support Jobs in Westborough, MA

3 jobs found

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14d ago

Sr. Systems Dev. Manager

Amazon.com Services LLC Westborough, MA

Westborough, MA

14d ago

$198k - $268k/yr Full time Manager Senior Ai Workflows

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Job Description

Amazon.com Services LLC seeks a senior Systems Development Manager to lead a global team of engineers focused on AI powered automation and 24/7 technical support operations from our Westborough, MA campus. The role shapes the technical vision for automation tooling, drives platform initiatives, and champions operational excellence across support services, with an annual salary in the range of USD 197,900 to 267,800.

Responsibilities

Lead and grow a global team of Systems Development Engineers across multiple geographies, fostering a culture of ownership, innovation, and operational excellence.
Define and execute the technical strategy for AI powered automation platforms, including intelligent ticket routing, self-service workflows, predictive analytics, and generative AI solutions that reduce manual toil and improve resolution times.
Own and manage a global robotics focused technical support organization, ensuring 24/7 coverage, SLA adherence, and continuous improvement of support processes across regions.
Develop multi-year roadmaps that align automation investments with business priorities and identify opportunities to apply AI/ML to transform support operations.
Establish and track key development and performance metrics (e.g., ticket reduction, time-to-resolve, automation coverage) and drive root cause analysis and systemic improvements for the development team.
Partner with product, engineering, and program management teams to ensure NPIs are supportable and influence system design for operability.
Set engineering standards, lead design reviews, and ensure the team delivers scalable, reliable, and maintainable solutions.
Communicate effectively with senior leadership, providing visibility into team performance, strategic initiatives, and investment needs.

Requirements

Knowledge of infrastructure automation delivered through the software development lifecycle in an API-enabled environment, including agile development, software architecture/patterns, and modern cloud services.
5+ years of experience managing system or software development teams.
Bachelor's degree in Computer Science or Engineering.
10+ years of experience in systems development, software engineering and technical support/services operations.
3+ years of experience leading AI/ML or automation tooling development initiatives (e.g., intelligent workflows, chatbots, predictive systems, generative AI applications).
3+ years of experience managing global technical support or operations teams of 30+, including managing managers.
Strong understanding of distributed systems, cloud infrastructure (AWS preferred), and modern DevOps practices.
Demonstrated ability to scale teams from early-stage to mature, high-performing organizations.

Technologies

AWS
ITIL
MLOps
LLM integration
Generative AI frameworks

Benefits

Medical, Dental, and Vision Coverage
Maternity and Parental Leave Options
Paid Time Off (PTO)
401(k) Plan
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Sign-on payments
Restricted stock units (RSUs)

Preferred Qualifications

Master's degree or higher in Computer Science, Engineering, or related fields.
Experience with large-scale data pipelines, ML model deployment, and MLOps.
Familiarity with generative AI frameworks and large language model (LLM) integration.
Experience in robotics, fulfillment, or industrial automation environments.
Track record of delivering measurable ticket reduction or operational efficiency gains through automation.
Experience with ITIL, problem management, and incident management frameworks.
Proven ability to influence without authority across organizational boundaries.

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17d ago

Support Engineer

Amazon.com Services LLC Westborough, MA

Westborough, MA

17d ago

$90k - $158k/yr Full time Amazon Web Services Automation AWS

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Job Description

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

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1mo ago

Technical Support Specialist - Pharmaceutical Instruments

SOTAX Corporation Westborough, MA

Westborough, MA

1mo ago Closed

$50k - $90k/yr Full time Application Support Customer Support Field Service

This position is no longer accepting applications (closed Jul 7, 2026).

Job Description

Based in Westborough, Massachusetts, SOTAX Corporation delivers specialized pharmaceutical instrumentation and lab services to GMP facilities and field service teams. The Technical Support Specialist role provides hands-on on-site support, training, and instrument lifecycle activities for Field Service Engineers, customers, and laboratories across the Northeast U.S., ensuring reliable operation and knowledgeable guidance throughout the product lifecycle. This position combines technical expertise with clear communication to uphold high standards of service and support.

Responsibilities

Offer high-level technical assistance to Field Service Engineers, customers, and distributors
Act as the subject matter expert for SOTAX instrumentation and related services
Conduct on-site laboratory services for Applications and GMP Laboratories
Provide technical training to Field Service Engineers to boost product knowledge and operational excellence
Occasional field service support across the Northeast U.S., ensuring strong customer satisfaction
Respond to escalated issues and support crisis management and resolution
Perform routine preventive maintenance and qualification for on-site Applications and GMP laboratories
Refurbish used SOTAX instruments to prepare for resale and optimize lifecycle
Assist QC testing for instruments manufactured on-site
Use the ERP system to manage service workflows, documentation, and processes
Oversee traceable calibration instrument inventory and the recertification process

Requirements

Experience servicing lab instrumentation such as dissolution, automation, or HPLC is preferred
English/Spanish bilingualism is a plus
Self-driven, proactive professional with strong independent work habits
Excellent communication and customer-service skills across phone, email, and in-person interactions
Familiarity with Good Documentation Practices (GDP) in the pharmaceutical industry is highly desirable
Advanced electro-mechanical troubleshooting, diagnostic, and repair capabilities
Hands-on experience with laboratory or production instrumentation and automation systems
Strong organizational, planning, and project-management skills with meticulous attention to detail
Willingness and ability to travel overnight as needed
Bachelor’s degree in Chemistry, Electromechanical Engineering, or a related field, or equivalent hands-on experience

Technologies

ERP system

Benefits

Competitive salary
Monthly auto allowance to cover field transportation costs
Company-paid toll pass
Meals and travel expenses covered when visiting customer sites
Paid time off including vacation, personal, sick leave, and holidays
401(k) with safe harbor matching
Medical, dental, and vision insurance
Company-provided life insurance
Short- and long-term disability coverage

Salary

USD 50,000 – 90,000 per year

Work Location

Westborough, MA (onsite)

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Support Jobs in Westborough, MA

Sr. Systems Dev. Manager

Support Engineer

Technical Support Specialist - Pharmaceutical Instruments

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