Full Time Zappos Customer Service Jobs (NOW HIRING)

Are you a technical leader who thrives on keeping complex systems running seamlessly — and is genuinely obsessed with delivering an exceptional experience for the people who depend on them?
As the IT Support and Networking Engineering Manager for Zappos and Shopbop, you'll lead a distributed team of 8–10 engineers across Las Vegas, Madison (WI), and New York City, ensuring the IT infrastructure and network systems that power two e-commerce brands stay fast, reliable, and ready for what's next. From corporate office technology to studio production environments, your team supports the complex, interconnected systems that employees and customers count on every day — and you take that responsibility seriously.
You'll own the strategy and execution behind network infrastructure, cloud services, audio/visual systems, and end-user computing, while partnering closely with Amazon IT teams to drive automation, reduce operational overhead, and raise the bar on service delivery. Whether you're resolving a critical infrastructure issue or building long-term resilience into your systems, you lead with a customer-first mindset — because when your team wins, millions of customers and the employees who serve them win too.
Key job responsibilities
As the IT Support and Networking Engineering Manager for Zappos and Shopbop, you will:
Team Leadership & Development
Hire, onboard, mentor, and develop a team of 8–10 IT professionals — including IT Support Engineers, Systems Engineers, and Network Engineers — distributed across Las Vegas, Madison (WI), and New York City
Establish clear performance standards, KPIs, and SLAs to drive accountability, service quality, and continuous improvement across the team
Foster a culture of ownership, where every engineer takes full responsibility for the systems, incidents, and customer experiences under their care
Network & Systems Engineering
Own and manage network infrastructure (Cisco-based environments), maintaining 99.99% uptime across all managed sites
Oversee Windows Server environments, Active Directory/ADFS infrastructure, and cloud-based systems
Lead AWS cloud infrastructure initiatives to reduce operational downtime and mitigate risk
Support Mac and PC device management programs across all locations
IT Operations & Service Delivery
Own end-to-end incident management — from triage and on-call response to resolution and post-incident review
Develop and maintain IT procedures and operational processes
Manage equipment and asset inventory across multiple sites
Studio & Collaboration Technology
Maintain audio/visual equipment and studio production technology infrastructure across all locations
Partner with Studio, Security, and Site Operations teams to ensure seamless cross-functional support
Strategic Initiatives & Amazon Partnership
Collaborate with Amazon IT teams to align on enterprise policies/standards and identify opportunities for automation, tooling improvements, and operational efficiency
Lead network and IT site expansions, infrastructure builds, and technology migrations
Drive adoption of AI-powered tools and automation to elevate IT service delivery
Create comprehensive documentation and knowledge management systems to support team scalability
Travel
Conduct regular site visits to Las Vegas and New York to assess infrastructure health, team performance, and operational needs
A day in the life
No two days look exactly the same — and that's part of what makes it exciting.
You might start your morning triaging overnight alerts and syncing with on-call engineers in New York and Las Vegas. By mid-morning, you're planning AV infrastructure with Studio Operations in Madison, then aligning with Amazon IT on a cloud migration. Your customers are Zappos and Shopbop employees — merchandisers, photographers, and corporate teams who depend on reliable technology daily. Afternoons bring SLA reviews, 1:1s, and vendor discussions. Every day, you're solving for reliability, speed, and scale across two fast-moving e-commerce brands.
BASIC QUALIFICATIONS- 5+ years of developing a team of technical professionals across multiple locations experience
- 4+ years of leading technology teams as a information technology operations manager experience, or Bachelor's degree
- Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling
- Experience with AWS services or other cloud offerings
- Bachelor's degree
- Strong knowledge of Windows Server administration, Active Directory, and ADFS
PREFERRED QUALIFICATIONS- Knowledge of IT best practice frameworks (ITIL, COBIT) and operational excellence concepts or methodologies
- Experience in operations of highly available and scalable internet systems with a large customer base
- Experience with scripting (e.g. Python, PowerShell)
- Experience in e-commerce or retail technology environments
- Proficiency with Mac and PC device management platforms, including MDM and ABM solutions
- Experience with audio/visual systems and studio production technology
- Experience with Juniper networking equipment and Mist cloud management platforms
- Familiarity with Atlassian product suite (e.g., Jira, Confluence)
- Experience contributing to the definition and implementation of automation opportunities within an operations environment and Experience with varying scenarios of infrastructure builds
- Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices.
- Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences.
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, WI, Madison - 136,500.00 - 184,600.00 USD annually