Support Engineer III, Robotics IT Service Management

Are you passionate about building and maintaining the IT infrastructure behind some of the most advanced robotics and manufacturing operations in the world? The Robotics IT Service Management team is looking for a Support Engineer III to help design, implement, and support critical systems across Linux environments, lab buildouts, and manufacturing workflows. This is a hands-on role where you will serve as a technical point of contact for cross-functional partners in R&D, engineering, and operations. With Amazon's robotics program expanding rapidly, this is a compelling time to join a team that goes well beyond traditional IT support. You will troubleshoot complex issues, lead projects from planning through deployment, mentor teammates, and help develop the internal tools your team relies on every day.

Key job responsibilities

- Provide white glove, hands on support for end user and manufacturing devices, including laptops and desktops, printers, scanners, and other peripherals - Design, implement, and maintain IT infrastructure including Linux systems, networking, and end-user devices, while troubleshooting issues to minimize disruption to manufacturing and lab workflows - Lead the physical buildout of robotics innovation labs, translating engineering requirements into procurement, systems design, and deployment plans for high-density compute and GPU environments - Serve as a technical escalation point for R&D, engineering, and operations teams, communicating clearly with stakeholders at all levels and representing IT in cross-functional meetings - Identify and drive improvements to support tools, documentation, and operational processes, creating new resources where gaps exist and mentoring junior team members on best practices - Manage cross-functional IT projects end to end, coordinating with suppliers, tracking progress against timelines, and ensuring change management activities follow established procedures

A day in the life You might start your morning reviewing overnight alerts and triaging infrastructure requests before heading to the manufacturing floor to deploy new technology. After a standup with your teammates, you spend time pairing with another engineer to troubleshoot a Linux configuration issue, then shift to updating project documentation. Later in the afternoon, you review the open backlog and resolve issues after confirming with the customer.

About the team The Robotics IT Service Management team is a close-knit group of 12 to 14 people responsible for IT support across Amazon's robotics manufacturing, design, and innovation operations worldwide. What sets this team apart is the breadth of what we do: beyond end-user support, we build innovation labs, implement new manufacturing technologies, develop and administer our own internal tools, and partner with networking teams on infrastructure projects. If you want to work where IT directly enables robotics innovation at global scale, this is the team for you. Basic Qualifications: - Experience troubleshooting and debugging technical systems - 2+ years of technical support experience - Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities and experience in technical support Preferred Qualifications: - Knowledge of networking protocols such as HTTP, DNS and TCP/IP - Experience with Linux systems administration - Experience working and contributing to project playbooks, building schedules, managing issues/risks, establishing communication plans and stakeholder management

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 - 74,700.00 - 130,700.00 USD annually