Support Engineer, Devices & Services - Device Farm

Amazon; Seattle (WA); On-site; USD 46,000 - 104,000; Full time

Job summary

A leading tech company in Seattle is seeking an onsite Support Engineer to enhance product development through effective technical support. This role involves building and maintaining lab infrastructure, troubleshooting complex issues, and collaborating with cross-functional teams. Candidates should possess a Bachelor's degree, experience in Linux systems, and strong networking skills. The position offers competitive compensation based on geographic market rates with comprehensive benefits.

Benefits

Comprehensive medical benefits

Stock options

Qualifications

• Experience troubleshooting and debugging technical systems.
• 4+ years of experience in technical support in a distributed computing environment.
• Experience in automating, deploying, and supporting infrastructure.

Responsibilities

• Resolve escalated tickets and ensure lab stability.
• Develop and implement automation frameworks.
• Lead medium-to-large scale projects to improve lab efficiency.

Skills

Troubleshooting technical systems

Linux systems administration

IP networking fundamentals

Automation scripting (e.g. Python)

Mentoring others

Education

Bachelor's degree

Tools

Network troubleshooting tools

AWS services

Job description

Description

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.

Key job 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).

A day in the life

The Lab Support Engineer ensures stability of daily operations while driving long-term improvements across the lab environment. Daily activities include resolving escalated tickets, reviewing infrastructure metrics, leading troubleshooting sessions, implementing automation, and collaborating with teams on lab readiness for new device programs. They will also play a mentorship role, enabling other lab engineers to improve their troubleshooting depth and operational excellence.

About the team

The DS2 Device Farm team provides device software development and testing solutions through a globally distributed cloud infrastructure spanning three AWS regions (US-West, AP-South, and US-East) for Amazon 1P and 3P devices across Amazon. Our strategic operating model combines centralized cloud services with robust lab operations to maximize security, efficiency, and scalability. We provide advanced features for manual and automated testing and maintaining seamless integration with Amazon's ecosystem. The cloud service is complemented by LabOps, which provides end-to-end device lifecycle management and lab operations support through standardized workflows and systematic tools, ensuring optimal operational efficiency.

Basic Qualifications

• 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

Preferred Qualifications

• 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

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $46,100/year in our lowest geographic market up to $103,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.