Hardware Support Engineer, Robotics Technical Services

Key job responsibilities

• Provide on-site support for new product implementations, upgrades, hardware audits, and troubleshooting for advanced robotics systems
• Partner with site-level RME teams to maximize advanced robotics system performance
• Identify, analyze, and resolve mechanical and system issues across the RTS product suite
• Design and implement electro-mechanical tools, fixtures, and diagnostic solutions to minimize troubleshooting and machine downtime
• Develop and implement proactive monitoring tools to measure safety, reliability, and performance of advanced robotics systems
• Create escalation processes, standard operating procedures, and preventative maintenance protocols for the RTS product suite
• Design and lead training sessions and develop training content for on-site RME teams
• Develop and implement spare parts management systems and processes
• Produce performance reports and provide "voice of the customer" feedback to development and support teams
• Up to 50% travel expected

Your day begins by reviewing system performance reports for your region. Perhaps the metrics dashboard revealed unusual performance at a NJ facility or spare parts dropped below threshold at a NY site. You analyze metrics to identify trends and risks, developing de-risking actions for leadership's weekly business review. You troubleshoot with RME technicians via video, walking them through diagnostic procedures. On-site, you conduct hardware audits for new deployments, gathering customer feedback.

Afternoons include designing tools, optimizing processes, and coordinating with regional managers on scaling strategies. Throughout, you're the critical link between field technicians and engineering teams.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

RTS Field Hardware Support Engineers (FHSE) ensure that our customers—site Reliability and Maintenance Engineers—are equipped to independently maintain Amazon Robotics technologies. Our team achieves this by identifying deficiencies, communicating risk, and proposing mitigation strategies. Our hands-on approach to testing, troubleshooting, and investigating puts us in the shoes of operators and technicians in the field. We work backwards from these insights to satisfy engineering requirements, partnering with safety, hardware, software, and cross‑functional support teams.

• 1+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow, or experience in software development
• Experience communicating with customers, technical, regulatory, business teams, and management to collect requirements, describe product features, and technical designs
• Bachelor's degree in Mechanical or Electrical Engineering or a related field

• Master's degree or equivalent in mechanical engineering, electrical engineering, material science, physics or equivalent, or MS degree

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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, please visit (Use the "Apply for this Job" box below). for more information.

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