Support Engineer , Amazon Robotics Technical Support

At Amazon Robotics, we believe that the road to fundamentally changing how the world views and uses robotics begins with improving the experience of people. Our products automate high-effort and repetitive tasks and ship with intuitive and streamlined interfaces so that our operators can focus on making high-judgement decisions and responding to the unexpected. Amazon Robotics Technical Support (ARTS) team is looking for a talented, experienced engineer to join us. We are searching for individuals who are obsessed with solving technical issues for customers, dive deep into complex technical problems, and thrive in managing ambiguous, fast-paced, high-impact situations. We provide 24x7 mission-critical support to robotic fulfilment centres around the world. As a Technical Support Engineer, you will join forces with an elite group of problem solvers to help maintain Amazon's world-wide network of robotic solutions. ** The shift for this role is Tuesday - Saturday from 9-5 PM EST ** Key job responsibilities Perform complex diagnostics and resolution of critical robotic system issues through advanced data/AI analysis and technical troubleshooting. Deliver timely and accurate solutions to customer requests and issues through effective ticket handling. Lead high-severity incident response, orchestrating cross-functional collaboration across technical teams and business lines to drive rapid resolution of critical robotic system issues. Drive continuous improvement through the development of technical documentation, knowledge base articles, and SOPs; create and optimize automated workflows to enhance team efficiency and robotic system performance.