Hardware Support Engineer
Amazon
About the Role
Robotics Technical Services (RTS) Field Support team provides critical support to internal fulfillment and transportation network customers relying on advanced robotics technology. In this role, you serve as the vital link between on-site technicians and RTS engineering teams, ensuring maximum performance of advanced robotics systems. You will launch new systems, develop preventative maintenance procedures, ensure spare part availability, proactively monitor system performance, provide troubleshooting support, and drive continuous improvement initiatives across Amazon's fulfillment network. You will establish standard operating procedures, performance metrics, and feedback mechanisms that enable the RTS team to scale effectively. Working closely with technical support teams and regional support managers, you will build a cohesive organization responsible for the safety, reliability, and performance of emerging robotics technology. This role requires independent judgment and comfort working with ambiguity in a complex, fast-paced, high-throughput environment where multi-tasking is essential.
The Team
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.
Key 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
Requirements & Tech Stack
- Bachelor's degree or above in Mechanical, Electrical, Industrial Engineering, or related STEM field
- Knowledge of networking fundamentals
- Experience working in a 24/7 production environment
- Knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred
- Knowledge of configuration management systems, such as Puppet, Chef, Ansible, or related systems
- Experience in Linux systems administration and/or development
- Experience in site reliability engineering (SRE), systems engineering, systems administration, DevOps, security administration, or network administration
- Experience in network capture and systems troubleshooting
- Experience building scripts, tooling, and automation for large-scale computing environments
Qualifications
- 2+ years of site reliability engineering (SRE), systems engineering, systems administration, DevOps, security administration, or network administration experience
- 1+ years of building scripts, tooling, and automation for large-scale computing environments experience