Amazon

IT Support Eng Manager, Global RAD Operations

Amazon$135K — $183K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of successful management experience
  • Experience in managing engineering teams in fast-paced operations
  • Experience overseeing IT environments for customers
  • Bachelor's degree in relevant technical field preferred
  • Experience improving operations and support processes
  • Experience with enterprise technical customer escalations
  • Familiarity with AWS services

Responsibilities

  • Lead hardware build and provisioning for value-added IT products
  • Engineer and maintain RMA procedures for device repair and refurbishment
  • Establish data sanitization workflows including end-of-life processes
  • Drive automation of IT processes through scripting and tooling
  • Define production-ready network stack provisioning procedures
  • Collaborate with Product & Tech for new-product requirements
  • Establish engineering standards and tooling libraries
  • Develop technical competency frameworks for the engineering team

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching
  • Paid time off and parental leave
  • Flexible Spending Accounts
  • Adoption and Surrogacy Reimbursement Coverage
  • Mental Health Support and EAP services
Full Job Description
This is a technical leadership role that owns IT/Support engineering across the RAD network. The leader is responsible for engineering standardized network stack build, provisioning, and lifecycle processes for all IT products requiring value-added services in RAD - including scanners, network stacks, vending, and new device types. The role leads a team of IT Engineers globally and partners daily with Operations, Process Engineering, Program Management, and Supply Chain Solutions.

Key job responsibilities

- Own hardware build and provisioning engineering for all products requiring value-added services in RAD (scanners, network stacks, vending, etc.), including standardized SOPs, bills of materials, and QA processes.

- Engineer and maintain per-device-class RMA triage, diagnostic, repair, and refurbishment procedures that Operations executes across the network.

- Own data sanitization procedures (Clear/Purge/Destroy), including auditable end-of-life disposition workflows.

- Drive automation for IT processes - QA, provisioning, imaging, reporting, and RMA workflows - via scripting (Python, PowerShell, Bash) and platform tooling.

- Define and maintain production-ready network stack build and provisioning procedures that enable operational workforce execution.

- Partner with Product & Tech on new-product introduction requirements and certification for incoming device types.

- Establish engineering standards, shared tooling libraries, and a defined release cadence for automation deliverables.

- Own technical competency development for the engineering team, including skills matrices and growth paths within the Support Engineering job family.

BASIC QUALIFICATIONS

- 5+ years of managing with a track record of success experience

- Experience in engineering teams management in a fast-paced operations environment

- Experience managing IT environments on behalf of customers

PREFERRED QUALIFICATIONS

- Bachelor's degree in Computer Science, Information Science, Information Technology, Engineering, Mathematics, Physics, or a related field

- Experience driving projects to improve operations and support-related processes

- Experience handling large enterprise technical customer escalations

- Experience in AWS services

- Experience in project and program management and delivering key business outcomes

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, TN, Nashville - 135,700.00 - 183,600.00 USD annually

About Amazon

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Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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