Support Engineer IV, Amazon Robotics

Amazon Robotics IT is at the forefront of designing and deploying AI and Robotics solutions that directly impact some of Amazon's most critical programs — both internally and externally. Our IT teams keep Robotics development, design, deployment, and manufacturing operations running at peak performance, enabling innovation at a global scale.

As a Senior IT Support Engineer, you will serve as a technical leader and escalation point for a team of IT Support Technicians, remote support teams, and Operations stakeholders. You will own the implementation and maintenance of critical infrastructure — with a strong emphasis on networking and Linux systems — while delivering white glove support to senior leadership across multiple business entities.

You will play a hands-on role in supporting the buildout and ongoing operations of robotics lab environments, working directly alongside R&D and engineering teams. You will drive continuous improvement, lead site and cross-functional projects, and play a key role in shaping the future of IT operations for Amazon Robotics.

This role offers significant opportunities to innovate, lead, and make a measurable impact as part of a high-performing, multinational team.

Key job responsibilities
Infrastructure & Operations
• Implement, maintain, and optimize IT infrastructure, with a strong focus on network architecture, Linux systems, audio/video, and end-user devices, ensuring maximum availability and performance
• Configure and troubleshoot network infrastructure including switches, routers, firewalls, VLANs, and wireless systems in alignment with Amazon standards
• Administer and maintain Linux-based systems (Ubuntu, RHEL, or equivalent), including server configuration, patching, scripting, and performance tuning
• Design and maintain lab network segmentation, including isolated VLANs, dedicated lab subnets, and semi-air-gapped environments to support AI/ML development and testing workflows
• Support the physical buildout of robotics lab environments, including rack and stack of high-density compute, GPU clusters, cabling, and associated network infrastructure
• Liaise with global SME teams to facilitate the installation and maintenance of networking and server infrastructure in accordance with Amazon standards
• Perform site audits on technical infrastructure to ensure adherence to Amazon IT and Health & Safety guidelines

Stakeholder Engagement & Escalation
• Serve as the 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 AI and engineering team requirements into network and 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 networking and Linux 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

- Bachelor's degree in Information Technology, Computer Science, or a related field, or experience related IT
- Experience with networking technology (TCP/IP, subnetting, DNS and DHCP)
- Experience in Linux systems administration and/or development
- Experience with network hardware: copper and optical fiber cabling, switches, routers
- Experience in managing and troublshooting network, or experience in technical support and experience in Linux and Networking protocols
- Experience using Linux, demonstrating proficiency with associated tools or languages
- Experience in technical support, or experience troubleshooting and debugging technical systems and experience in managing and troublshooting network
- Experience managing and coordinating multiple projects simultaneously

Preferred Qualifications

- CCNA or equivalent level networking certification, or Bachelor's degree
- Experience in Linux and Networking protocols, or experience in Network protocols like DNS/DHCP/TCP and experience with automation and any version control tools
- 5+ years of working with Advanced Compute technologies including, but not limited to: Accelerated Compute, High Performance Compute, Visual/Spatial Compute, and/or IoT. experience
- Experience in Kubernetes, Docker or containers ecosystem, or experience with virtualization (Hypervisors, VMware, Xen) and experience in Linux/RHEL

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