Technical Support Engineer

Amazon is building the future of manufacturing and industrial operations, combining robotics technology with world-class software engineering to deliver AI-native solutions at unprecedented scale. We're pioneering high-performance, low-latency systems (<100ms) that coordinate complex robotic operations while continuously learning and improving from production data. You'll work with passionate builders who are customer-obsessed and committed to technical excellence in applying buffer-centric and flow optimization principles to create environments where humans and robots work safely and efficiently together. In this environment, your contributions directly impact Amazon's ability to serve customers worldwide by optimizing entire systems rather than individual components.

Key job responsibilities
IT exists to accelerate development and enable scaled manufacturing. You will be working to establish a departmental IT team from the ground up, setting the standard for high quality IT support of endpoints and business systems.

- Serve as the primary IT desktop support and escalation for software engineering, applied science, robotics R&D, and manufacturing operations.
- Communicate confidently with senior leadership and stakeholders at varying levels.
- Implement, maintain, and optimize IT infrastructure including network architecture, compute systems, audio/video, and end-user devices, ensuring availability and performance.
- Escalate issues appropriately to engineering teams.
- Partner with external stakeholders and internal Amazon teams when cross-functional coordination is required.
- Lead and manage site and cross-functional IT projects as a single point of contact, keeping stakeholders informed of progress and maintaining project documentation.
- Provide direction, mentoring, and training to junior IT Support Technicians.
- Contribute to the on-call schedule covering your site and regional node for high-severity incidents.

Basic Qualifications

- 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system

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, 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.

USA, MA, N.Reading - 90,400.00 - 158,200.00 USD annually
USA, MA, Wilmington - 90,400.00 - 158,200.00 USD annually