Product Support Engineer - AR Hardware and Controls , Amazon Robotics Technical Support (ARTS)

Job Description

Amazon Robotics is seeking exceptional individuals to support the optimal performance and reliability of critical global operations through the application of technical expertise and collaboration with Engineering and Operations teams.

Requirements

• Bachelor’s degree in Electrical or Computer Engineering or related technical field and 5+ years’ experience delivering direct customer support or Master’s degree in Engineering, Computer Science or related technical field and 3+ years’ experience delivering direct customer support
• Strong technical problem-solving and analytical skills
• Excellent written and oral communications skills
• Knowledge and/or working experience with Linux, PLC, IPC, Distributed IO, SCADA/HMI, Control Systems, sensors, actuators, and other related robotic system components
• Proven ability to troubleshoot and identify root causes of issues and drive improvements
• Ability to establish priorities, work independently, and proceed with objectives without supervision

Responsibilities

• Resolve technical problems using Support processes, systems, and tools
• Manage and respond to cases within defined SLA's
• Provide remote technical support for escalated issues involving industrial automation systems
• Develop and execute command-line scripts
• Drive Root Cause Analysis (RCA) for critical issues
• Participate in a 24/7 on-call rotation for continuous support

Benefits

• Medical, dental, and vision coverage (multiple plan options)
• Health savings and flexible spending accounts
• 24/7 Employee Assistance Program for mental health support
• 401(k) with company match and various investment choices
• Company-paid life/AD&D and disability insurance
• Restricted stock units (RSUs) for employee ownership
• Child care and elder care referrals, adoption assistance
• Paid maternity and parental leave (including Ramp Back)
• Paid time off (PTO) and company holidays
• Employee discount on Amazon.com products
• Career Choice program (95% tuition and textbook coverage)