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# Sr. Support Engineer, Robotics Tech Services Problem Management

- **Company:** Amazon.com, Inc.
- **Location:** Reading, MA, United States
- **Experience:** Expert
- **Salary:** $121,000.0 - $163,700.0
- **Contract:** Temporary contract
- **Skills:** Databases, SQL Databases, System Availability
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a9d66af11c634c0d

## About the Role

* 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, * 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

## Description

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., * 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

A day in the life
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


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