The Technical Support Engineer role at Amazon Robotics involves solving complex technical issues for customers and providing 24x7 mission-critical support to robotic fulfillment centers. The team is focused on improving the experience of operators by automating high-effort tasks and ensuring the reliability of robotic systems. Candidates should be adept at managing fast-paced, high-impact situations and possess strong analytical skills. This position requires collaboration with cross-functional teams to drive rapid resolution of critical issues.

• 4+ years of software development or technical support experience
• Bachelor's degree or above in Electrical or Mechanical Engineering, or a Master's degree in computer science, engineering, mathematics, or equivalent
• Experience in written and verbal communication with the ability to present complex technical information clearly
• Strong analytical skills and attention to detail
• Experience in scripting or programming in languages such as Ruby, Python, Shell/BASH, Java, C/C++, C*, or Perl
• Experience in an AWS environment including VPC, EC2, EBS, S3, SQS, CloudFormation, and Lambda
• Experience with Linux/Unix operating systems
• Experience working with databases and SQL
• 3+ years of experience with Technical Call leading or Technical Incident Management

• Perform complex diagnostics and resolution of critical robotic system issues through advanced data analysis and technical troubleshooting
• Deliver timely and accurate solutions to customer requests and issues through effective ticket handling
• Lead high-severity incident response and orchestrate cross-functional collaboration to drive rapid resolution of critical issues
• Drive continuous improvement through the development of technical documentation and knowledge base articles
• Create and optimize automated workflows to enhance team efficiency and robotic system performance

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.