SIG Support Specialist Team Lead

Description

The SIG Support Specialist Team Lead will be responsible for leading a team of Support Specialists, delivering technical support and live security system programming across thousands of Amazon sites worldwide.

This role combines advanced technical expertise with team leadership, operational management and escalation handling. The Team Lead ensures effective ticket management, maintains service quality, develops team capability and supports complex technical issues involving access control, camera and alarm systems, protecting Amazon's physical security infrastructure.

We are looking for a proactive, technically capable and people-focused leader who demonstrates accountability, sound judgement and strong communication skills. The successful candidate will champion continuous improvement, develop team capability and embody Amazon Leadership Principles while maintaining high standards of technical support and customer service.

Location: This is an in-office-based role (Tempe, AZ).

Employment Status: Full time, permanent contract. 40 hours PW. Early and afternoon shift pattern, includes weekend work.

Salary & Benefits: Starting salary from $90k+. 401K, dental, vision and health.

Key Responsibilities

Team Leadership & Operations

• Lead, coach and develop a team of 4–8 Support Specialists, ensuring high performance and service quality.
• Manage ticket distribution, workloads, staffing, shift coverage, attendance and leave.
• Monitor ticket queues, Amazon Connect statuses and operational KPIs.
• Conduct monthly KPI and quality assurance reviews, alongside six-monthly performance reviews.
• Coordinate global operational handovers and collaborate with regional teams.
• Act as the primary escalation point for urgent technical and operational issues.
• Attend customer and vendor meetings
• Embody Amazon Leadership Principles. Create a people-first environment (approachable, comfortable, respectful, supportive and reassuring).

Technical Support & Programming

• Provide advanced technical guidance and second-line support for physical security systems.
• Oversee Lenel reader programming, monitoring zones, access levels and integrations with RightCrowd and TRAKA.
• Support camera provisioning, MNVR programming and Milestone VMS configuration.
• Troubleshoot ISC panels, SecuMod alarm definitions, lockdown systems and network connectivity issues.
• Lead complex technical investigations, root-cause analysis and escalations.
• Generate operational and technical reports using TNT, SOT and Lenel.

Projects & Continuous Improvement

• Collaborate with different teams on system configuration and go-live readiness.
• Initiate, participate and contribute to cross-regional collaboration for procedure improvement.
• Act as an early adopter of tools and methods to improve efficiency. Champion the use of these tools in the team.

Minimum Qualifications

• Experience in technical support, IT Help Desk or physical security systems.
• Previous team leadership, mentoring or workload coordination experience.
• Strong troubleshooting, communication and customer service skills.
• Ability to prioritise competing demands and manage technical escalations.
• Proficiency with Microsoft Office applications.
• High school diploma or equivalent.
• Strong written and spoken English.
• Legal authorisation to work in the United States.

Preferred Qualifications

• Experience leading technical support teams in a 24/7 operational environment.
• Advanced knowledge of Lenel, Milestone VMS, ISC panels and security system integrations.
• Understanding of networking protocols, DHCP and network troubleshooting.
• Experience with KPI management, quality assurance and performance reviews.
• Experience supporting new site builds and security system commissioning.
• Technical degree or relevant certifications, such as Lenel, Microsoft or Cisco.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer (keyboarding)
• Ability to lift up to 15 pounds at times (reaching at or below shoulder level)
• Hear, understand and distinguish speech in person, by telephone or other remote means
• Clarity of vision with near visual acuity allowing reading and use of computers

The Company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative.