Product Support Engineer, Amazon Robotics Technical Support (Arts)

Are you inspired by invention? Is problem-solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture?
Amazon Robotics is actively seeking candidates with a passion for technology, that can easily make connections, are always curious how things really work, and are up for the challenge found in a deeply complex, but very rewarding Robotics environment.
Product Support Engineers (PSEs) are Amazon Robotics Technical Support 2nd Line Engineers.
PSEs are expected to handle escalated situations or technical events, perform complex deep-dive investigations, write comprehensive root cause analysis papers, regularly participate in internal improvement projects and specialize in certain key areas of the Amazon Robotics environment.
Important! Please note that this role includes on-call responsibilities over the weekend (Saturday & Sunday 8 hours in the first part of the day) on a set rotation with other available 2nd line engineers.
Key job responsibilities
- Deep-dive, analyze, mitigate or resolve technical issues that are escalated by ARTS First Line Support engineers. You will use multiple data sources, dashboards and logs to pinpoint software/hardware defects, inconsistencies or bugs and will be directly involved with resolving them. You will regularly have to interact and collaborate with various development/software teams to navigate complex situations and create viable solutions for open technical issues.
- Engage with high severity incidents concerning Amazon's Fulfilment & Sortation facilities. This activity will, at times require you to coordinate real-time service restoration between multiple teams, actively participate in the troubleshooting efforts and decide when further escalations are required. This individual will have certain on-call responsibilities during and off shift to support with these technical events.
- This individual is expected to specialize and become a subject matter expert in one (or more) Amazon Robotics technology(s) of your choosing. The individual should be ready to answer questions pertaining to your chosen technology as well as get involved in high and low severity tickets that affect or directly concern that area. This individual is expected to provide continuous improvement in your chosen area by researching and comprehending current stakeholder concerns, limitations and future plans in that domain.
A day in the life
Amazon offers a full range of benefits for individuals and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!
About the team
We are a global team of robotic system specialists in the US and EU who are looking to extend our 24*7 coverage by starting a new and expanding team in Australia. We provide remote technical assistance via tickets, the phone and chat mediums. We are curious about solving new and complex problems everyday and always want to delight our customers. We have a robust internal training program and will provide onsite and remote mentors, as well as training at customer sites.
We are open to hiring candidates to work out of one of the following locations:
Boston, MA, USA | Miami, FL, USA | North Reading, MA, USA | Westborough, MA, USA