Product Support Engineer, Amazon Robotics Technical Support (ARTS)

$81,400 - $182,000/Yr

Amazon

Full-time - Mid Level

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Product Support Engineer at Amazon Robotics is responsible for ensuring the optimal performance, uptime, and reliability of robotic systems within Amazon's fulfillment centers. This role involves applying technical expertise to resolve complex issues related to mechanical, electrical, and control systems, while also developing support processes and tools to enhance product supportability. The ideal candidate will demonstrate strong problem-solving skills, customer obsession, and the ability to work independently to drive long-term improvements in collaboration with engineering and operations teams.

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

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement savings plan
• Paid time off and holidays
• Employee discounts
• Tuition reimbursement
• Professional development opportunities