Technical Support Engineer II, Division IT team

Join Amazon.com Services LLC as a Technical Support Engineer II on the Division IT team in Reading, MA. This onsite role centers on building a dedicated IT support function, delivering desktop support for software engineering, robotics R&D, and manufacturing operations, and leading IT infrastructure and cross-functional projects with on-call coverage. The position offers a salary range of USD 90,400 to 158,200 per year, alongside a robust benefits package that supports health, retirement, time off, and family assistance.

Responsibilities

• Serve as the primary IT desktop support and escalation point for software engineering, applied science, robotics R&D, and manufacturing operations.
• Communicate confidently with senior leadership and stakeholders at varying levels.
• Implement, maintain, and optimize IT infrastructure including network architecture, compute systems, audio/video, and end-user devices to ensure availability and performance.
• Escalate issues appropriately to engineering teams to drive timely resolutions.
• Partner with external stakeholders and internal Amazon teams when cross-functional coordination is required.
• Lead and manage site and cross-functional IT projects as a single point of contact, keeping stakeholders informed of progress and maintaining project documentation.
• Provide direction, mentoring, and training to junior IT Support Technicians.
• Contribute to the on-call schedule covering your site and regional node for high-severity incidents.

Requirements

• 4+ years of technical support experience
• Experience scripting in modern programming languages
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings

Technologies

• UNIX/Linux

Benefits

• 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
• Parental leave
• Sign-on payments and restricted stock units (RSUs)

Preferred Qualifications

• Knowledge of distributed applications/enterprise applications
• Knowledge of UNIX/Linux operating system