ITS Support Engineer I , GSD - Remote Eligible

IT Support Engineer

Join Amazon's Global Service Desk as an IT Support Engineer and become the trusted technical resource for thousands of Amazonians worldwide. You'll diagnose and resolve complex technical challenges across multiple operating systems, working independently while collaborating with a supportive team to deliver timely solutions that keep our global workforce productive. Note: This role is part of the rekindle program.

Key job responsibilities:

• Diagnose and resolve technical issues across Windows, Mac, and Linux environments, researching problems, testing solutions, and following up to ensure complete resolution
• Manage incoming support requests via web chat, phone, email, and ticketing systems while maintaining quality standards and service level agreements, handling 15-25 cases simultaneously
• Communicate technical concepts clearly to non-technical users, documenting interactions thoroughly in contact logs and case notes to create a knowledge record for future reference
• Contribute to operational excellence by following standard procedures, identifying process improvements, and creating documentation for common technical issues
• Escalate appropriately by recognizing when issues require higher-level support and collaborating with specialized teams to resolve system outages and complex problems

A day in the life:

As an IT Support Engineer, you'll be the go-to problem solver for our corporate workforce, handling technical inquiries through multiple channels—web chat, phone, email, and ticketing systems. Your day might include troubleshooting a Windows connectivity issue for an employee in one time zone, then pivoting to help resolve a Mac software conflict for a team in another region. You'll analyze problems methodically, test solutions, and document your work thoroughly so others can learn from your insights. Beyond individual tickets, you'll collaborate with teammates to tackle system-wide challenges, contribute ideas to improve our support processes, and occasionally mentor newer team members as they develop their technical skills. You'll work in a 24/7 support environment, which means your schedule may include evenings, weekends, or holidays depending on coverage needs across our global operations.

About the team:

We are a global team dedicated to supporting Amazon's workforce across multiple continents and time zones. Our mission is to deliver timely, effective technical solutions while maintaining a consistent, high-quality support experience for Amazonians everywhere. We value innovation, customer focus, and continuous improvement—and we believe that great support comes from collaboration and shared learning. You'll work alongside colleagues who are committed to solving problems creatively and supporting one another. Together, we're building a support function that doesn't just respond to issues, but anticipates needs and continuously improves how we serve our customers. When you join us, you become part of a team that celebrates problem-solving, values diverse perspectives, and invests in each member's growth.