Technical Support Engineer, Emerging Tech Services

Amazon Lab126

Amazon Lab126

IT, Customer Service
Colorado Springs, CO, USA
Posted on Saturday, September 9, 2023


Job summary
Technical Support Engineer - Amazon Robotics
Emerging Tech Services

This position is an engineering role supporting a distributed Amazon network across NA and EU regions.
Ideally looking for a candidate near Amazon Robotics Hubs in Boston/Austin/Seattle locations.

Shifts: 3PM -1AM EST, Wednesday through Saturday 10 hours a day/ 4 days a week.

Are you inspired by invention? Is problem solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to any of these and you’ll fit right in here at Amazon Robotics. We are a smart team of doers that work passionately to apply cutting edge advances in robotics and software to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We are Amazon Robotics and we will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling and fun.

The scope of Amazon Robotics (AR) is expanding to include support of exciting new robotics technology being developed by teams across Amazon. The Emerging Technology Services (ETS) Team is a group of experienced and entrepreneurial minded Engineers that partner with product development teams, operations leaders, and maintenance teams to support advanced robotics technology across Amazon's fulfillment network.

In this role on the ETS team, you will work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems. You will develop deep technical and functional subject matter expertise that will enable you to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.

You will manage problems escalated from sites, develop metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports. You will also develop and implement standard operating procedures and feedback mechanisms that ensure the ETS team is constantly gathering customer feedback and using that feedback to improve service. You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

Key job responsibilities
-Develop metrics and tools to proactively monitor system performance, push alerts, and to provide daily, weekly, and monthly reports

-Proactively detect and resolve issues through the use of monitoring systems and alerts

-Develop and implement standard operating procedures and customer feedback mechanisms

-Actively seek solutions to customer needs and propose solutions based on customer feedback

-Develop and implement problem management procedures including escalation paths for technical and operational issues

-Lead problem management, root cause analysis, and preventative measure ideation

-Develop command-line and SQL scripts for use by support teams

-Build an effective working relationship with operations and maintenance partners

-Provide requirements and “voice of the customer” feedback to development and support teams

-Up to 10% travel required

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Boston, MA, USA | Quincy, MA, USA | Seattle, WA, USA


- BS in Engineering, Computer Science, or related field
- Experience providing technical customer support
- Knowledge and/or working experience with relational database management systems (MySQL, Oracle, etc.)


- Proven problem solving and analytical skills
- Proven ability to troubleshoot and identify the root cause of issues, drive improvements, and implement preventive measures
- Ability to manage multiple high-priority tasks simultaneously
- Ability to work independently with limited supervision
- Ability to lead complex technical discussions with a variety of groups including software engineers, hardware engineers, technicians, and operators
- Knowledge and/or working experience with networking and product IT
- Familiarity with AWS or other cloud technologies
- Demonstrated experience in one or more of the following additional areas: Coding Languages (Java, C++) or Networking Technologies (TCP/IP, DNS)

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. For individuals with disabilities who would like to request an accommodation, please visit

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,800/year in our lowest geographic market up to $150,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit Applicants should apply via our internal or external career site.