Amazon's IT Logistics and Imaging Team (ITS-LIT) operates a warehouse-scale production floor that images, provisions, and manages the lifecycle of every corporate laptop and device deployed to Amazonians across the United States. Our IT team at SEA124 (Ouroboros) in Renton, WA processes over 1,000 devices per day across 11 imaging lanes and two shifts. We are seeking a senior IT Support Engineer to join our team as a technical leader. In this role, you'll work self-directed - owning projects end-to-end, building automation to reduce manual effort, troubleshooting difficult problems without playbooks, and partnering with internal teams and vendors to drive solutions. You'll mentor junior engineers, own change management processes, and contribute to the tools and systems that make our production floor run. This role requires someone who can identify problems independently, create solutions with limited guidance, and communicate technical decisions clearly to leadership. If you're someone who works best with autonomy, solves problems others can't, and builds solutions that scale beyond yourself, this role is for you. Key job responsibilities • Lead and execute technical projects spanning multiple systems or locations, partnering with internal teams and vendors to drive completion • Troubleshoot difficult IT problems without existing SOPs - identify root cause, resolve or escalate with appropriate context and data • Design and implement automation, scripting, and tooling to reduce manual effort and improve production efficiency • Plan, coordinate, and execute change management activities impacting multiple systems or locations; develop templates for others to follow • Serve as a technical mentor and first point of escalation for junior engineers; provide coaching, quality audits, and constructive feedback • Create, review, and optimize SOPs, knowledge base articles, and technical documentation; define process steps so others can solve similar problems • Own COEs and drive resulting action items to resolution • Contribute to continuous improvement efforts that impact team or organization goals • Communicate technical decisions and project status effectively to stakeholders and leadership A day in the life Your work is self-directed. You assess what needs attention - maybe an infrastructure issue affecting production, a vendor deliverable that needs validation, or an automation project nearing completion. You troubleshoot problems that don't have runbooks, coordinate with partner teams when the fix isn't in your control, and build tools that prevent the problem from recurring. You mentor junior engineers along the way and communicate progress to leadership. No one assigns your daily tasks, you determine priorities based on impact. About the team We're Amazon's primary imaging center for North America - a warehouse team that prepares and ships every corporate laptop before an employee's first day. We process thousands of devices weekly across multiple imaging lanes and shifts. You'll work alongside engineers, technicians, and operations specialists who build their own tools, write their own procedures, and own their programs end-to-end. Our culture is hands-on, direct, and team-first. We value people who take ownership, communicate clearly, and look for ways to improve how things work. Every day brings something different. BASIC QUALIFICATIONS - 4+ years of technical support experience - 4+ years of IT systems or relevant commercial production environment experience - Bachelor's degree in IT, computer science or equivalent - Can work proactively and independently, meet deadlines, and deliver on projects and tasks - Experience handling ambiguous or undefined challenges through strong problem solving abilities PREFERRED QUALIFICATIONS - 4+ years of technical support experience, or experience in technical support in a distributed computing environment that includes supporting end user desktop applications and tools - Experience communicating technical concepts to non-technical audiences, or experience in similar environments - Experience in creating process improvements with automation and analysis, or experience in identifying, leading, and executing opportunities to improve, automate, standardize or simplify finance or business tools and processes - Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies 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, WA, Renton - 80,200.00 - 106,300.00 USD annually