Technical Support Engineer, Grocery Robotics and Automation Systems

Description

Application deadline: Apr 12, 2026

Amazon's Worldwide Grocery Stores Tech (WWGST) - Robotics and Automation Systems (GRAS) is a dedicated team of highly motivated engineers that work passionately to apply innovative advances in robotics to solve real-world challenges that will transform our customers’ experiences in ways we can’t even image yet. We invent new improvements every day. We will give you the tools and support you need to invent with us in ways that are rewarding, fulfilling, unpredictable and fun.

In this role, you will troubleshoot design, performance and testing activities for our newest Robotics and Automation solutions that are deployed in the field. The individual will be responsible for monitoring and resolving tickets escalated from operations and RME teams, maintain self-service troubleshooting tools, create and maintain VoC feedback loops, manage system-driven high severity downtime events, monitor and report on fleet level availability, manage network availability and quality escalations, manage stakeholder and vendor relationship to drive product support, maintain a repository of maintenance and operator reference, support on-site installation and commissioning activities for Automation solutions, and keep track of the site spare parts situation monitoring components to develop EOL (end of life) trends. You will work in close collaboration with our Operations teams, Engineering teams, Equipment Vendors, Software Developers and Procurement teams to deliver continuous improvement and tech troubleshooting aligned with business needs.

Successful candidates will have strong experience in technology troubleshooting/development as well as testing within the large robotics systems discipline. (for example: industrial robotic picking cells, automated storage and retrieval systems, conveyor sub-systems).

Key job 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.


About the team
The Grocery Automation and Robotics Systems Team innovates, designs, develops, and integrates automation solutions to reduce cost and time to serve, while improving customer and employee experience for our Grocery operations. Our road map focuses on systematically improving every aspect of Amazon’s Grocery operation from: associate experience, safety, costs, storage, throughput capacity, speed, flexibility, scalability, sustainability, operational performance and reliability. Our team members possess deep design experience and innovation skill sets in these technical areas. We work closely with internal partner teams in all geographies to align priorities, eliminate duplication or waste.

Basic Qualifications

- 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

Preferred Qualifications

- 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.