Sr. Support Engineer, Robotics Tech Services Problem Management

Amazon•North Reading, MA

About The Position

Join Amazon Robotics (AR) Problem Management team to solve the most complex, high-impact hardware performance challenges that keep our fulfillment centers running at peak efficiency. As a Senior Support Engineer, you'll be the technical force multiplier who transforms one-time fixes into scalable solutions that protect our robotics infrastructure across the network. Why You'll Love This Role: - Work on advanced robotics technology that powers Amazon's fulfillment network - Make a measurable impact on system availability and performance across the entire robotics fleet - Lead high-visibility initiatives with direct influence on business-critical operations - Collaborate with world-class engineering teams solving novel problems at unprecedented scale Amazon offers a full range of benefits for you 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.

Requirements

5+ years of leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion experience
2+ years of customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies experience
Bachelor's degree or equivalent qualification in Math, Engineering, Science or Business
Experience leading and collaborating with a large cross-functional team
Experience troubleshooting and debugging technical systems, or experience in technical support
Knowledge of networking
Knowledge of UNIX/Linux operating system
Knowledge of database systems and SQL

Nice To Haves

Master's degree in Engineering, Technology, Science, Operations Research, Robotics, Mathematics, or related fields, or a Associate's degree or above and experience working for Amazon or any Amazon subsidiary or affiliate

Responsibilities

Partner with development teams to architect performance improvements for critical robotics systems including Drive Units, Material Handling Equipment, chargers, and supporting infrastructure
Build repeatable mechanisms and automation that multiply your impact across the organization
Lead the charge on strategically important issues involving architectural complexity, persistent defects, and critical business risks affecting system availability
Drive root cause analysis and failure mode analysis for systematic problems, working closely with Customer Success Managers and engineering partners to deliver long-term solutions
Proactively identify improvement opportunities through gap analysis, trend identification, and cross-functional collaboration
Lead support retrospectives, author Corrections of Errors (COEs), and own the resulting action items to ensure permanent resolution
Monitor and prioritize metrics outside threshold that impact hardware performance, using entitlements to systematically address problems
Collaborate with AR Engineering teams, R&D, and RME teams to solve complex technical challenges that directly impact fulfillment center operations