Technical Support Specialist

1 day ago


Westborough, Massachusetts, United States Amazon Full time

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

Job Summary

We are seeking a Technical Support Engineer with expertise in Mechatronics and Sustainable Packaging to join our Fulfillment Technologies & Robotics team. As a member of the MSP CX TIME 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.

The ideal candidate will have a strong background in engineering, computer science, or related field, and experience providing technical customer support. They should be able to develop deep technical and functional subject matter expertise that enables them to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.

The base pay for this position ranges from $67,200/year in our lowest geographic market up to $150,300/year in our highest geographic market. In addition to a full range of medical, financial, and/or other benefits, this position may also include equity, sign-on payments, and other forms of compensation as part of a total compensation package.

Key Responsibilities:

  • Develop metrics and tools to proactively monitor system performance, push alerts, and 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


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