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

Amazon Robotics designs manufactures and implements cutting edge technologies within fulfillment centers at the heart of Amazons core business. We are seeking exceptional and selfmotivated individuals to support the Amazon Robotics system ensuring optimal performance uptime and reliability of critical global operations and driving improvements to the performance and supportability of products systems and tools.

In this role you will apply technical and functional subject matter expertise to resolve complex and critical issues related to mechanical electrical and control systems develop Support processes and tools and drive new product supportability. Successful candidates will possess strong problem solving customer obsession strong ownership process design leadership technical learning capabilities ability to establish priorities work independently and proceed with objectives without supervision. This role requires a strong passion for cutting edge technology and a desire to drive longterm improvements through collaboration with Engineering and Operations teams.

Working Shift Back Half : Tuesday through Saturday 9am 5pm Eastern Standard Time

Travel to customer sites is expected but not exceeding 15 yearly.


Key job responsibilities
* Leverage Support processes systems and tools to resolve a variety of technical problems
* Own problems through resolution engaging technical subject matter experts as needed
* Manage prioritize and respond to cases within defined SLAs
* Provide remote technical support and guidance for escalated issues involving industrial automation systems
* Assist local maintenance teams in diagnosing and troubleshooting mechanical electrical and control system problems and guide them through standard repairs
* Develop and execute commandline scripts
* Create and maintain problem resolution procedures and identify need for new tools to support existing solutions
* Make configuration changes and perform change management activities
* Become a subject matter expert in one or more areas serving as a point of escalation on critical issues
* Drive Collaboration with Support Software Hardware and System Engineering teams to resolve complex issues escalated from internal technical support groups.
* Develop training documentation and provide mentoring to new Engineers.
* Proactively detect and resolve issues through the use of monitoring systems and alerts.
* Own and drive Root Cause Analysis (RCA) including preventive measures for critical issues.
* Actively seek solutions to customer needs communicating trends to leadership and suggesting innovative solutions on behalf of the customer experience
* Participate in a 24/7 oncall rotation to provide continuous support and ensure rapid response to critical issues as they arise

Bachelors degree in Electrical or Computer Engineering or related technical field and 5 years experience delivering direct customer support or Masters degree in Engineering Computer Science or related technical field and 3 years experience delivering direct customer support
Strong technical problemsolving and analytical skills
Proven ability to prioritize and manage multiple highpriority tasks simultaneously
Excellent written and oral communications skills with the ability to communicate effectively with both technical and nontechnical stakeholders including Software and Systems Engineering Operations and Senior Management
Knowledge and/or working experience with Linux (RHEL Ubuntu)
Knowledge and/or working experience with PLC IPC Distributed IO SCADA/HMI and Control Systems and associated hardware
Knowledge and/or working experience with sensors actuators EOATs VFDs PID motors drives motor controls and other related robotic system components and integrated control architectures used in industrial automation
Ability to read and interpret Block Interconnect or Schematic Wiring Diagrams
Proven ability to troubleshoot and identify the root cause of issues drive improvements and preventive measures
Ability to establish priorities work independently and proceed with objectives without supervision.

Knowledge and/or working experience with networking and other IT infrastructure
Knowledge and/or working experience with Relational Database Management Systems (MySQL Oracle)
Familiarity with AWS or other cloud technologies
Exposure to highlevel programming languages (Java C Python C)
Exposure to graphical programming languages (Ladder Diagram Logic Sequential Functional Chart (SFC) Structured Texts Functional Diagrams etc.
Understanding of industrial communication and networking protocols and concepts (TCP/IP Websockets RS232/422/485 Profibus etc. and use of debugging and packet tracking tools
Experience supporting complex automated material handling equipment packaging and sorting technologies or systems including robotics (FANUC ABB UR) and highspeed manufacturing.
Proven ability to troubleshoot and identify the root cause of issues
Proven ability to manage time allocated to specific tasks and escalations

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.