Support Engineer IV, Amazon Robotics IT Service Management

We are seeking an experienced IT Infrastructure & Operations Support Engineer to join the Robotics IT Service Management team. Our team is responsible for the white glove IT support of Robotics manufacturing, design, and innovation on a global scale—working directly with the teams creating some of the world's leading Robotics technology. In this role, you will design, implement, and maintain critical IT infrastructure across network architecture, Linux systems, and lab environments that enable manufacturing and robotics workflows. You will serve as a key technical leader and escalation point for cross-functional teams—including R&D, engineering, and operations—while driving IT projects from concept through deployment. This is a hands-on leadership role that combines deep technical expertise in networking and Linux administration with strong stakeholder engagement, project management, and team development responsibilities. The ideal candidate thrives in a fast-paced, innovation-driven environment and is passionate about building the infrastructure that powers next-generation robotics.

Key job responsibilities
Infrastructure & Operations
• Implement, maintain, and optimize IT infrastructure, Linux systems, audio/video, and end-user devices, ensuring maximum availability and performance
• Administer and maintain Linux-based systems (Ubuntu, RHEL, or equivalent), including server configuration, patching, scripting, and performance tuning
• Support the physical buildout of robotics lab environments, including rack and stack of high-density compute, GPU clusters, cabling, and associated network infrastructure
• Perform site audits on technical infrastructure to ensure adherence to Amazon IT and Health & Safety guidelines

Stakeholder Engagement & Escalation
• Serve as a primary IT point of contact and escalation for the business, Operations, R&D and engineering teams, and cross-functional support teams
• Communicate confidently, both verbally and in writing, with senior management and stakeholders at varying levels across multiple business entities
• Act as the interface between IT Support Technicians, remote teams, and Operations on technical issues
• Represent the IT department in site meetings and conference calls
• Manage relationships with contractors and external suppliers, clearly communicating technical requirements and Amazon standards

Project & Change Management
• Lead and manage site and cross-functional IT projects as a single point of contact, keeping stakeholders informed of progress and maintaining project documentation
• Lead lab infrastructure buildout projects, translating engineering team requirements into systems design, procurement, and deployment plans
• Create, review, revise, and execute change management requests and project plans
• Interact with suppliers, request quotes, and procure equipment in accordance with policies, budgets, and operational demand

Team Development & Reporting
• Provide direction, mentoring, and training to IT Support Technicians and engineers, with a focus on best practices; act as technical contact for remote support teams
• Manage and audit departmental documentation to ensure accuracy and currency
• Produce weekly reports covering key metrics and work performed
• Contribute to the paid on-call schedule covering your home site and regional node for high-severity incidents
• Support the recruitment of new talent into Amazon Robotics IT through interviews
• Occasional travel required

A day in the life
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:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team
Robotics IT Service Management is responsible for the IT support of Robotics manufacturing, design, and innovation on a global scale. We work directly with the teams that are creating some of the leading Robotics and AI technology in the world.

Basic Qualifications

- 4+ years of software development, or 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- 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, Westboro - 90,400.00 - 158,200.00 USD annually