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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.