IT Support Engineer, Ring IT

Description

Ring IT is hiring an IT Support Engineer II for our Hawthorne, CA headquarters (LAX32). You'll be one of two on-site technical leads for an office of about 440 employees, and this is a fully on-site role.

You'll own the day-to-day technology experience for everyone at the site, from senior executives and their assistants to new hires on their first morning. That covers:

Mac and Windows hardware, imaging and asset management

Identity and access, including onboarding and offboarding

Conference room and event AV

The collaboration tools Ring's engineers, designers and business teams use every day: Slack, Jira, Confluence, TestRail and Figma

You'll also support remote employees, shipping configured equipment and resolving issues over chat and video.

At this level, you're expected to work through difficult and ambiguous problems to root cause without a playbook. You'll spot patterns across tickets, coordinate fixes with partner teams, and keep customers informed until the issue is closed. Partner teams include Amazon corporate IT, Security and Facilities. You'll lead site projects, such as lab network extensions, office changes and executive events.

Ring IT is moving toward self-service and AI-enabled support. We want someone who writes scripts and uses AI tools to remove repetitive work rather than repeat it. You'll mentor peers and serve as an escalation point for the broader support team.

Key job responsibilities

Site support and customer experience

Provide high-touch, discreet support to senior leaders (VP and above) and their executive assistants

Handle walk-up, ticket and Slack support across hardware, software, network and access issues, and find the root cause of difficult problems

Set up and troubleshoot conference rooms and meeting AV, and support executive events, demos and all-hands meetings

Share site coverage with your peer engineer to keep the office staffed throughout business hours, with occasional after-hours support

Identity, access and lifecycle

Run employee onboarding, offboarding and internal transfers, including timely access removal and asset recovery

Provision access and administer Slack, Jira/Confluence (projects and spaces), TestRail and Figma

Hardware and assets

Image, deploy, ship and track laptops, loaners, mobile test devices, peripherals and security keys

Manage equipment returns and e-waste, keeping asset records accurate

Escalation and improvement

Detect issues affecting many users, document the pattern, and escalate to partner teams until resolved

Automate repeatable work with scripts and AI tools, and write and maintain runbooks and knowledge-base articles

Lead site projects such as lab network extensions and office changes

Mentor peers and serve as an escalation point for the support team

A day in the life

Your morning starts in the LAX32 IT room with walk-ups: a new hire's Mac that won't enroll, a lost security key. An executive assistant pings you: their VP's all-hands starts in an hour and the room display won't connect. Back at your desk, you work the queue: a batch of application access requests, a new Jira project. When a dozen users hit the same compliance error, you write up the pattern and escalate it. You check in with your site partner to plan tomorrow's coverage, then script away a repetitive task before heading out.

About the team

Ring IT supports Ring employees across US and international offices. Our work spans four pillars: IT Support, IT Security, Builder Collaboration and AI Enablement. At LAX32, you and one other site engineer share responsibility for covering the office throughout business hours. You'll plan your schedules together and step in for each other during time off and appointments. Occasional after-hours work is required for events and urgent issues. You'll work with systems and development engineers who build our automation. We value ownership, curiosity, and builders who would rather automate a problem than solve it twice.

Basic Qualifications

• 4+ years of technical support experience

• 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience

• 4+ years of PC repair, troubleshooting, deployment and liquidation experience

• Bachelor's degree in IT, computer science or equivalent

• Experience in direct customer engagement, with a focus on support to senior executives (Vice President and C-level)

Preferred Qualifications

• Experience supporting video conference and teleconference equipment

• Experience with networking technology (TCP/IP, subnetting, DNS and DHCP)

• Experience in technical support, or experience scripting in one or more language (e.g. Bash, Python, Perl, Ruby)

• Experience using AI-assisted development tools in academic or professional settings

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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, CA, Hawthorne - 70,400.00 - 106,300.00 USD annually