Support Engineer, Amazon Robotics Technical Support

Amazon Robotics Technical Support (ARTS) is seeking a Support Engineer to strengthen 24x7 mission-critical coverage for robotic fulfilment centres. This onsite role in North Reading, MA centers on troubleshooting complex robotic system issues, responding to customer tickets, and coordinating incident efforts when problems impact critical operations.

In this position, you will use advanced diagnostics and analysis to isolate failures, provide timely resolutions, and improve how the team captures knowledge and automates recurring workflows. The scheduled shift is Tuesday to Saturday, 9-5 PM EST.

What you’ll do

• Diagnose and resolve complex, critical robotic system issues using advanced data or AI analysis and hands-on technical troubleshooting.
• Handle customer requests and issues through structured ticket processing, delivering timely and accurate outcomes.
• Lead high-severity incident response by orchestrating cross-functional collaboration across technical teams and business lines to drive rapid 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.

Basic qualifications

• 4+ years of software development, or 4+ years of technical support experience.
• Experience scripting in modern programming languages.
• Experience troubleshooting and debugging technical systems.
• Experience with agile/scrum or a related collaborative workflow.
• Experience troubleshooting and documenting findings.

Technologies

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

Preferred qualifications

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

Benefits

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

Location: North Reading, MA (onsite). Compensation: USD 90,400 - 158,200 per year.