Support Engineer

Amazon Robotics Technical Support (ARTS) is hiring a Support Engineer to deliver 24x7 mission-critical technical support for robotic fulfillment centers worldwide. Based in Boston, MA, this onsite role combines deep troubleshooting with ticket ownership and incident leadership to keep critical robotic systems running.

In this position, you will diagnose complex robotic system issues using advanced data and AI analysis, provide timely resolutions for customer requests, and coordinate cross-functional response during high-severity incidents. You will also contribute to long-term improvements by building technical documentation and streamlining workflows for both team efficiency and robotic system performance.

Key Responsibilities

• Perform complex diagnostics and resolve critical robotic system issues using advanced data/AI analysis and technical troubleshooting.
• Handle customer tickets to deliver timely and accurate solutions to requests and problems.
• Lead high-severity incident response by orchestrating cross-functional collaboration across technical teams and business lines to drive rapid resolution.
• Support continuous improvement through technical documentation, knowledge base articles, and SOPs, and develop or optimize automated workflows.

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 workflow.
• Experience troubleshooting and documenting findings.

Technologies

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

Working Schedule and Support Coverage

• The shift for this role is Tuesday to Saturday, 9-5 PM EST.
• ARTS provides 24x7 mission-critical support to robotic fulfillment centers around the world.

Preferred Qualifications

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

Benefits

• Health insurance (medical, dental, vision, prescription) and Basic Life & AD&D insurance, with option for Supplemental life plans.
• EAP and Mental Health Support, plus 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
Minimum Experience: 4 years