Support Engineer, Devices & Services - Device Farm

Amazon.com, Inc.•Seattle, WA

48d•Onsite

About The Position

Are you a support engineer passionate about creating end-to-end solutions that accelerate product development? The DS2 Device Farm team is seeking an onsite Support Engineer to join our dynamic team. We provide digital access to Amazon prototype devices, serving over 100 teams across Amazon. As our device portfolio expands and demand grows, we're developing new workstreams and need engineers who can help build and scale our device lab while swiftly resolving complex technical challenges. As a Support Engineer in our Device Farm Lab, you will be the primary point of contact for software development teams requiring device onboarding and troubleshooting support. You'll collaborate closely with the Device Farm development team to build and implement new Lab features, support development and pre-production environments, deploy and maintain Linux system configuration, manage and troubleshoot lab network issues, and design automation solutions to achieve operational excellence. This role offers an exciting opportunity to work with emerging technology while supporting Amazon's rapidly growing device ecosystem.

Requirements

Bachelor's degree
Experience troubleshooting and debugging technical systems
Experience in Linux systems administration and/or development
4+ years of Amazon experience, or experience in technical support in a distributed computing environment that includes supporting end user desktop applications and tools
Knowledge of IP networking fundamentals and extensive experience in the application of IP protocols
Experience identifying and resolving complex issues
Experience in automating, deploying, and supporting infrastructure

Nice To Haves

Experience working in large-scale networking environments
Experience in technical support, or experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools) and experience in networking administration and troubleshooting
Experience in scripting for automation (e.g. Python) and advanced SQL skills.
Experience in AWS services
Experience working with device technologies under development, familiarity with flashing firmware, basic device debugging and familiarity with reading/pulling device logs
Experience in mentoring, leading, or managing more junior engineers
Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers

Responsibilities

Partner with cross-functional teams to align lab services with development needs while serving as primary escalation point for complex issues.
Lead medium-to-large scale projects improving lab reliability, automation, and efficiency.
Maintain and scale lab infrastructure, including network connectivity, server racks, and environmental controls across multiple lab spaces.
Manage comprehensive device lifecycle (1500+ devices), including onboarding, maintenance, debugging, and retirement procedures for First Party (1P) and Third Party (3P) devices.
Develop and implement automation frameworks, monitoring tools, and self-healing capabilities to improve operational efficiency.
Lead investigation and resolution of systemic issues, delivering durable fixes that enhance reliability and reduce Mean Time to Recovery (MTTR).
Monitor service metrics and develop proactive risk mitigation strategies across lab environments to meet Service Level Agreements (SLAs).
Create and maintain Standard Operating Procedures (SOPs), runbooks, and technical documentation to improve service delivery.
Coordinate with vendors and stakeholders on hardware lifecycle management, including Device Management Team (DMT) and Quality Assurance (QA) alignment.
Drive operational excellence through process optimization, automation initiatives, and continuous improvement programs using standardized workplace organization methods (5S).