Support Engineer, Security Integrations Group (SIG)

Amazon Worldwide Physical Security (PhySec), part of Amazon's Worldwide Operations Security (WWOS), is looking for a highly motivated, detail-oriented individual to provide application support, troubleshooting, and customer issue resolution for the Security Integrations Group (SIG). This role involves working with engineers to support Amazon Operations' physical security system infrastructures, including access control, video management systems, visitor management, and incident management systems. The Security Integrations Group operates 24/7, requiring shift work that may include nights and weekends.

Responsibilities

• Day-to-day support operations of fast-paced, complex distributed physical security infrastructures
• Responding to telephone, ticket, and email requests in a professional, efficient manner
• Performing programming and technical project/administrative activities on security systems
• Following standard procedures for proper escalation of issues to appropriate teams
• Reviewing and recommending logical and technical designs as defined by documented standards
• Documenting knowledge in the form of knowledge base Wiki articles
• Working shifts that include holidays and weekends
• Participating in an on-call rotation

About the Role

Your day kicks off with a shift change briefing — a quick sync with the outgoing engineer(s) to review open high-severity tickets, ongoing projects, and overnight events. You check the team calendar for scheduled events, review your ticket queue, and log into the contact support portal. The day progresses as you and your team resolve physical security operational issues across the Americas. You update shift notes, brief incoming engineers on open items, and log off, knowing the global SIG team will continue the mission seamlessly.

Qualifications

• 2+ years of software development or technical support experience
• Experience scripting in modern programming languages
• Experience troubleshooting and debugging technical systems

Preferred Qualifications

• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting and maintaining hardware and software RAID
• Experience with REST web services, XML, JSON

Skills

This role thrives on problem solvers who:

• Love diagnosing and fixing complex technical issues under pressure
• Are customer-obsessed and take pride in rapid, high-quality service delivery
• Are self-starters who can prioritize competing demands and manage time effectively
• Collaborate clearly across time zones and teams
• Are lifelong learners energized by mastering new systems and technologies

About the Team

Security Integrations Group (SIG), part of Worldwide Physical Security (PhySec), is primarily an engineering team for Amazon's global physical security systems. SIG also participates in the design, development, deployment, and project management of these systems. The team provides 24/7 customer support for physical security systems via support engineering teams based in North America, Australia, and Europe. Engineers are available in-office at all times.

Our mission is to lead and unify Amazon's physical security capabilities worldwide by setting strategic frameworks, standards, and processes. This enables regional physical security teams and support functions to protect Amazon's end-to-end supply chain. Through continuous innovation in security technology, methodologies, and automation, SIG drives consistent, scalable, and data-driven improvements supporting Security & Loss Prevention (S&LP) performance while aligning with business initiatives in a fast-changing environment.

Benefits

• Medical, dental, and vision coverage
• Maternity and parental leave options
• Paid Time Off (PTO)
• 401(k) plan
• Sign-on payments and restricted stock units (RSUs)
• Health insurance (including Basic Life & AD&D, with options for supplemental life plans)
• Employee Assistance Program (EAP) and mental health support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and surrogacy reimbursement coverage
• 401(k) matching
• Parental leave

Pay

USA, TN, Nashville - $71,000.00 - $124,200.00 USD annually