IT Support Engineer II, Ops Tech Solutions (OTS)

IT Support Engineer II – Drive Technological Excellence at Amazon’s Core Operations

At Operations Technology Solutions (OTS), we are the backbone of Amazon’s global fulfillment network, ensuring seamless, high-performance IT infrastructure that powers millions of daily deliveries across the world. Our mission is to deliver unparalleled speed, precision, and reliability—whether through cutting-edge technology, innovative problem-solving, or collaborative teamwork. As an IT Support Engineer II, you will play a pivotal role in designing, implementing, and optimizing technology solutions that enhance operational efficiency, reduce downtime, and empower our teams to deliver exceptional service to customers.

This is more than a job—it’s an opportunity to shape the future of Amazon’s fulfillment ecosystem. You will work alongside a dynamic, mission-driven team to troubleshoot complex IT challenges, lead cross-functional projects, and introduce automation that streamlines workflows. Whether you’re resolving critical incidents under pressure, architecting scalable solutions, or mentoring colleagues, your expertise will directly impact the reliability of our global operations.

Key Responsibilities

In this dynamic role, your responsibilities will include:

• Advanced Troubleshooting & Incident Resolution: Diagnose and resolve high-impact IT issues across distributed systems, often without predefined SOPs, ensuring minimal disruption to operations. Act as the primary escalation point for complex technical challenges, leveraging deep technical acumen to restore critical systems swiftly.
• Project Leadership & Execution: Plan, coordinate, and execute large-scale IT initiatives—such as Change Management (CM) processes and template development—that span multiple locations within a defined geographical region. Collaborate with internal teams and external vendors to align technology solutions with operational goals.
• Continuous Improvement & Innovation: Drive process enhancements by auditing workflows, identifying inefficiencies, and implementing scalable solutions. Develop and refine automation tools to eliminate manual tasks, thereby boosting team productivity and operational resilience.
• Technical Mentorship & Development: Act as a subject matter expert, guiding junior engineers and cross-functional teams. Participate in hiring, onboarding, and training initiatives to foster a culture of continuous learning and technical growth.
• Multi-Site & Remote Support: Provide on-site and remote technical assistance to customers across diverse fulfillment centers, ensuring seamless IT support regardless of location. Travel within your assigned region to address critical issues and deploy solutions in real time.
• Technical Skill Expansion: Proactively expand your expertise in areas such as software design patterns, data structures, AWS technologies, and distributed systems concepts to stay ahead of evolving operational needs.

Why Join OTS?

At Amazon, we invest in our employees with a competitive compensation package that includes:

• A base salary range complemented by sign-on payments and restricted stock units (RSUs), tailored to your experience and location.
• Comprehensive benefits starting on Day 1, including healthcare coverage, a 401(k) matching program, and up to 20 weeks of paid parental leave.
• A collaborative, inclusive culture that values innovation, ownership, and continuous growth. Your ideas and contributions will be heard and acted upon.
• Flexibility and a casual work environment where professionalism meets comfort—think jeans, T-shirts, and safety gear as part of your daily attire.

Qualifications

To excel in this role, you will bring:

• 3+ years of IT client, server, and network service delivery experience, with a proven track record of resolving complex technical issues in high-pressure environments.
• 4+ years of hands-on experience in IT systems or commercial production environments, including:
• Networking fundamentals (DNS, DHCP, SSL, OSI Model, TCP/IP)
• Microsoft administration, Linux administration, or Cisco IOS (CLI)
• Troubleshooting in multi-user, high-availability environments
• PC repair, deployment, and liquidation
• A high school diploma or equivalent, coupled with a passion for lifelong learning and technical mastery.
• Preferred: Experience supporting Windows server environments and video conferencing/teleconference equipment.

Amazon is an equal opportunity employer, committed to creating a diverse and inclusive workplace. We celebrate differences in background and are dedicated to providing accommodations for individuals with disabilities throughout the application and hiring process. For more information, visit Amazon’s accommodations page.

Ready to make an impact at the intersection of technology and global operations? Join OTS and be part of a team that delivers—every day, everywhere.