Technical Support Engineer, Grocery Robotics and Automation Systems

Amazon's Worldwide Grocery Stores Tech (WWGST) - Robotics and Automation Systems (GRAS) is a team focused on applying innovative robotics to enhance customer experiences. The Technical Support Engineer will troubleshoot and resolve technical issues related to robotics and automation solutions, collaborating closely with various teams to ensure operational efficiency and product support.

Responsibilities:

• Troubleshoot complex technical problems
• Monitor and resolve tickets escalated from Operations and RME teams
• Manage vendor relationships to drive product support
• Develop pragmatic solutions, building and/or designing flexible systems without over-engineering
• Debug and resolve problems at their root, stepping back to understand the broader context
• Understand fundamental electrical and mechanical troubleshooting
• Consistently follow engineering best practices and where possible drive their adoption
• Conduct multiple weekly standing meetings with internal teams and vendors to plan and track deliverables
• Deep dive on technical details and lead solutions
• Lead critical path schedule items and escalate to leadership on potential risks
• Work in close collaboration with operations, design teams, software teams and equipment vendors, working across multiple time zones
• Develop SME (subject matter expert) knowledge on advanced technology to drive standards and enhancements across projects

Requirements:

• Bachelor's degree in engineering or a related technical field
• 5+ years of integration, testing and automation experience, or degree in advanced technology
• Experience working with equipment suppliers, laboratories and manufacturing plants
• Travel up to 50% of the time
• Experience designing or architecting (design patterns, reliability and scaling) of new and existing systems, or experience with general troubleshooting/debugging of hardware
• Experience using strong customer service, communication, and interpersonal skills
• Experience communicating technical concepts and processes using clear, simple language and visuals
• Experience working in a fast-paced environment similar to a high-tech start-up
• Experience in hardware design and validation of components, subsystems and systems
• Experience in technical leadership of development, testing, and implementation of large-scale, complex technology projects
• Experience in technical document writing using Visio, Word, Excel, or PowerPoint
• Experience identifying and maintaining robotics system components