Support Engineer, RIVR IT & Security

DESCRIPTION

RIVR builds legged robots for real-world last-mile delivery. Our Austin site is RIVR’s presence in the Americas and is growing quickly — including production support coverage for the wider RIVR manufacturing operation. The RIVR IT & Security team owns the technology behind all of it: office and manufacturing IT, engineering and business platforms (PLM, ERP, MES), the production systems, and information security.
We are looking for a Support Engineer based in Austin to provide on-site technical coverage for the office and to anchor the Americas end of our globally distributed team. This role combines hands-on support and infrastructure work with production support: you will keep the Austin office and lab running, provision and support hardware for a growing team, and own the Austin end of a follow-the-sun on-call rotation — closing an 18-hour coverage window that runs from Shanghai through Zurich to Austin.
You will work as part of a small, distributed team alongside senior engineers in Zurich and a counterpart in Shanghai. Because the team is lean and the time zones are wide, your coverage matters: when you are on shift, you are the person keeping RIVR’s systems — including the production line — healthy for the Americas hours and beyond.

Key job responsibilities
Austin office & lab IT. Keep the Austin office and lab systems running: end-user support, networking, and local infrastructure for a growing site.
Provisioning & equipment. Image and provision laptops, desktops, and lab hardware; manage local equipment, accessories, and ordering.
Production support coverage. Provide Americas-hours coverage for production-critical systems, monitoring the line and responding to incidents while Zurich and Shanghai are offline.
On-call. Own the Austin end of the distributed follow-the-sun on-call rotation, closing the 18-hour window and handing off to Shanghai.
Operate & maintain. Run and maintain the RIVR-specific systems built by the wider team; apply IaC-managed changes, follow runbooks, and contribute monitoring/reliability improvements.
Local hands. Be the on-site presence for physical infrastructure work in Austin — cabling, hardware, installs and support Amazon integration at the site with guidance from Zurich.

A day in the life
You come online as Zurich is wrapping up and pick up on-call for the Americas. You clear a couple of tickets from Austin staff, provision a laptop for a new hire, and check in on the production-line monitoring while the other sites are offline. Mid-day you apply an infrastructure change prepared by the Zurich engineer and help set up a new lab bench. Before you log off you review overnight alerts to hand a clean state to Shanghai. Your shift is what keeps coverage unbroken across the 18-hour window.

BASIC QUALIFICATIONS

• 2+ years of software development, or 2+ years of technical support experience
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• Work rotating shift schedules and variable days off
• Professional experience in IT support, systems administration, or infrastructure engineering, including on-site/hands-on work.
• Solid Linux and Windows endpoint knowledge, plus networking fundamentals (TCP/IP, VLANs, DNS, DHCP).
• Scripting ability (e.g. Python or Bash) and willingness to work with infrastructure-as-code and automation maintained by the team.
• Comfort with hands-on hardware work: imaging, provisioning, cabling, and lab support.

PREFERRED QUALIFICATIONS

• Knowledge of web services, distributed systems, and web application development
• Experience troubleshooting & maintaining hardware & software RAID
• Experience with REST web services, XML, JSON
• Experience in a manufacturing, hardware, or robotics environment, including production-floor or MES-adjacent systems.
• Hands-on experience with AWS Cloud (compute, networking, IAM) — strongly preferred.
• Exposure to monitoring/alerting tooling and structured incident response.
• Basic information-security awareness: access management and secure handling of systems and data.
• Experience supporting a fast-growing site or distributed team.

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

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, TX, AUSTIN - 74,700.00 - 130,700.00 USD annually