Technical Support Specialist, Mechatronics and Sustainable Packaging

Amazon is seeking a Technical Support Specialist for Mechatronics and Sustainable Packaging in Austin, TX. The role involves collaborating with engineers and operations teams to enhance robotics systems, diagnosing complex issues, and developing metrics for performance monitoring. Candidates should have a BS in Engineering and 5+ years in controls engineering. The position includes a 24/7 on-call rotation and opportunities for professional growth.
• Innovation through Teamwork*

We are a team of doers who work passionately to apply cutting-edge advances in robotics and software to solve real-world challenges.
About the MSP CX TIME Team

The Mechatronics & Sustainable Packaging Customer Experience (MSP CX) Technical Incident Management and Engineering (TIME) team provides support to internal fulfillment and transportation network customers that rely on advanced robotics technology.

Main Responsibilities:
• Work directly with hardware engineers, regional support managers, operations leaders, and site-level maintenance teams to maximize the performance of advanced robotics systems.
• Develop deep technical and functional subject matter expertise to work directly with our fulfillment center operators and maintenance teams to solve complex and time-sensitive problems.
• Handle escalations, diagnose, and resolve complex issues related to mechanical, electrical, and control systems.
• Manage problems escalated from sites, develop metrics and software tools to proactively monitor system performance, push threshold-based alerts, and produce daily, weekly, and monthly reports.
• Develop and implement standard operating procedures and feedback mechanisms to improve service.

Key Qualifications:
• BS in Engineering (Mechanical, Electrical, Industrial, or related field).
• 5+ years of experience in a controls engineering or support role, with a strong background in industrial automation.
• Extensive knowledge of PLCs, VFDs, and/or EOATs, related robotic system components, and integrated control architectures.
• Excellent analytical and problem-solving skills with understanding of the interplay between mechanical, electrical, and control systems.
• Strong verbal communication skills, capable of effectively guiding and instructing teams from a remote position.

Ambition and Growth Opportunities:
• Participate in a 24/7 on-call rotation to provide continuous support and ensure rapid response to critical issues.
• Earn professional certifications in industrial automation or related fields.
• Expand your expertise in specialized conveyor systems, including diverter mechanisms and high-speed sorting.