Support Engineer IV, Amazon Robotics

Amazon Robotics IT designs and deploys AI and robotics solutions that power critical Amazon programs globally. As a Senior IT Support Engineer, you will serve as a technical leader and escalation point for IT Support Technicians, remote support teams, and Operations stakeholders, owning implementation and maintenance of critical infrastructure with emphasis on networking and Linux systems while delivering white-glove support to senior leadership across multiple business entities. You will support robotics lab environment buildouts alongside R&D and engineering teams, drive continuous improvement, lead cross-functional projects, and shape the future of IT operations for Amazon Robotics.

About the team

Robotics IT Service Management provides IT support for robotics manufacturing, design, and innovation on a global scale, working directly with teams creating leading robotics and AI technology.

Responsibilities

Infrastructure & Operations

• Implement, maintain, and optimize IT infrastructure with focus on network architecture, Linux systems, audio/video, and end-user devices to ensure maximum availability and performance
• Configure and troubleshoot network infrastructure including switches, routers, firewalls, VLANs, and wireless systems per 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: isolated VLANs, dedicated lab subnets, and semi-air-gapped environments for AI/ML development and testing workflows
• Support physical buildout of robotics lab environments: rack and stack of high-density compute, GPU clusters, cabling, and associated network infrastructure
• Liaise with global SME teams to facilitate installation and maintenance of networking and server infrastructure per Amazon standards
• Perform site audits on technical infrastructure to ensure adherence to Amazon IT and Health & Safety guidelines

Stakeholder Engagement & Escalation

• Serve as primary IT point of contact and escalation for business, Operations, R&D, engineering teams, and cross-functional support teams
• Communicate confidently, verbally and in writing, with senior management and stakeholders at varying levels across multiple business entities
• Act as interface between IT Support Technicians, remote teams, and Operations on technical issues
• Represent 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 single point of contact, keeping stakeholders informed 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 per policies, budgets, and operational demand

Team Development & Reporting

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

Qualifications

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent IT experience
• 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 managing and troubleshooting networks, or technical support experience with Linux and networking protocols
• Proficiency using Linux and associated tools or languages
• Experience in technical support, troubleshooting and debugging technical systems, and managing/troubleshooting networks
• Experience managing and coordinating multiple projects simultaneously

Preferred Qualifications

• CCNA or equivalent networking certification, or Bachelor's degree
• Experience in Linux and networking protocols, or network protocols (DNS/DHCP/TCP) with automation and version control tools
• 5+ years working with advanced compute technologies: accelerated compute, high-performance compute, visual/spatial compute, and/or IoT
• Experience with Kubernetes, Docker, or container ecosystems, or virtualization (hypervisors, VMware, Xen) and Linux/RHEL

Benefits

• Medical, dental, and vision coverage
• Maternity and parental leave options
• Paid time off (PTO)
• 401(k) plan with matching
• Health insurance including prescription, basic life & AD&D insurance, optional supplemental life plans
• Employee Assistance Program (EAP), mental health support, medical advice line
• Flexible spending accounts
• Adoption and surrogacy reimbursement coverage
• Paid time off and parental leave

Pay

Base salary range: $90,400 – $158,200 USD annually (Westborough, MA). Total compensation includes sign-on payments and restricted stock units (RSUs); final offer determined by experience, qualifications, and location.

Company: Amazon.com Services LLC | Job ID: A10470287