Product Support Engineer, Amazon Robotics Technical Support (ARTS)

Amazon Robotics designs, manufactures and implements cutting edge technologies within fulfillment centers at the heart of Amazon’s core business. We are seeking exceptional and self-motivated individuals to support the Amazon Robotics system – ensuring optimal performance, uptime and reliability of critical global operations and driving improvements to the performance and supportability of products, systems and tools.

In this role, you will apply technical and functional subject matter expertise to resolve complex and critical issues related to mechanical, electrical and control systems, develop Support processes and tools and drive new product supportability. Successful candidates will possess strong problem solving, customer obsession, strong ownership, process design, leadership, technical learning capabilities, ability to establish priorities, work independently, and proceed with objectives without supervision. This role requires a strong passion for cutting edge technology and a desire to drive long-term improvements through collaboration with Engineering and Operations teams.

Working Shift - Front Half: Sunday through Thursday 9am - 5pm Eastern Standard Time or Back Half: Tuesday through Saturday 9am - 5pm Eastern Standard Time

Travel to customer sites is expected, but not exceeding 15% yearly.


Key job responsibilities
* Leverage Support processes, systems and tools to resolve a variety of technical problems
* Own problems through resolution, engaging technical subject matter experts as needed
* Manage, prioritize, and respond to cases within defined SLA’s
* Provide remote technical support and guidance for escalated issues involving industrial automation systems
* Assist local maintenance teams in diagnosing and troubleshooting mechanical, electrical, and control system problems and guide them through standard repairs
* Develop and execute command-line scripts
* Create and maintain problem resolution procedures and identify need for new tools to support existing solutions
* Make configuration changes and perform change management activities
* Become a subject matter expert in one or more areas, serving as a point of escalation on critical issues
* Drive Collaboration with Support, Software, Hardware and System Engineering teams to resolve complex issues escalated from internal technical support groups.
* Develop training documentation and provide mentoring to new Engineers.
* Proactively detect and resolve issues through the use of monitoring systems and alerts.
* Own and drive Root Cause Analysis (RCA), including preventive measures, for critical issues.
* Actively seek solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
* Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues as they arise

Basic Qualifications

- Bachelor’s degree in Computer Science/Mechanical Engineering or related technical field and 5+ years’ experience delivering direct customer support or Master’s degree in Computer Science/Mechanical Engineering or related technical field and 3+ years’ experience delivering direct customer support
- Strong technical problem-solving and analytical skills
- Proven ability to prioritize and manage multiple high-priority tasks simultaneously
- Excellent written and oral communications skills with the ability to communicate effectively with both technical and non-technical stakeholders including Software and Systems Engineering, Operations, and Senior Management
- Knowledge and/or working experience with Linux (RHEL, Ubuntu)
- Knowledge and/or working experience with AWS
- Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and preventive measures
- Ability to establish priorities, work independently, and proceed with objectives without supervision.

Preferred Qualifications

- Knowledge and/or working experience with networking and other IT infrastructure
- Knowledge and/or working experience with Relational Database Management Systems (MySQL, Oracle)
- Familiarity with AWS or other cloud technologies
- Exposure to high-level programming languages (Java, C, Python, C++)
- Exposure to graphical programming languages (Ladder Diagram Logic, Sequential Functional Chart (SFC), Structured Texts, Functional Diagrams etc.)
- Understanding of industrial communication and networking protocols and concepts (TCP/IP, Websockets, RS232/422/485, Profibus etc.) and use of debugging and packet tracking tools
- Proven ability to troubleshoot and identify the root cause of issues
- Proven ability to manage time allocated to specific tasks and escalations

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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