We’re looking for a highly motivated Support Engineer who is eager to grow technically while solving impactful operational problems. You will support and improve high-scale distributed systems, automate away recurring pain points, and help the team uphold the highest standards of software reliability and maintainability.
This is a hands-on role ideal for someone who enjoys debugging, scripting, data-driven decision-making, and working across engineering boundaries to reduce ticket load and improve system health.
Key job responsibilities
- Provide first-line support for high-scale fulfillment systems, triaging and resolving incoming tickets with a bias for action and deep ownership.
- Identify and root cause complex software issues; recommend both tactical and long-term solutions.
- Build and maintain automation tools and scripts (Python/Shell) to reduce operational burden and improve ticket triage efficiency.
- Leverage AI-assisted tools to generate code snippets, automate ticket summarization, or suggest diagnostic improvements.
- Manage and monitor the health of 50+ CI/CD pipelines, identifying systemic issues and driving improvements to increase reliability.
- Partner with SDE teams to enhance code quality, observability, and debuggability.
- Recommend software design or architectural improvements based on recurring operational patterns and ticket data.
- Drive initiatives to reduce recurring tickets by identifying top-impacting issues and influencing prioritization.
- Implement Amazon-wide quality mandates across 100+ software packages to maintain system integrity and compliance.
- Document runbooks, incident playbooks, and SOPs to improve support response time and onboarding effectiveness.
A day in the life
- Triage and resolve high-priority support tickets affecting fulfillment operations using monitoring tools (CloudWatch, Grafana) and diagnostic procedures
- Participate in daily stand-ups with SDE team to discuss ongoing issues, share knowledge, and coordinate response efforts
- Collaborate with SDE teams during design/planning meetings to provide operational insights and advocate for maintainable solutions
- Write and test automation scripts (Python/Shell) to address recurring operational issues and improve system health monitoring
- Partner with operations teams to troubleshoot fulfillment processing delays and implement preventive measures
- Maintain and troubleshoot CI/CD pipelines, ensuring smooth deployments across 50+ microservices
- Update runbooks and documentation based on recent incidents, improving team response capabilities
- Work closely with Product/TPM teams to provide operational feedback and influence feature prioritization
- Analyze ticket trends and system metrics to identify opportunities for reducing operational burden
- Collaborate with partner support teams across AFT to resolve cross-team dependencies and improve service integration
About the team
The Amazon Fulfillment Technology (AFT) powers the physical engine at the heart of Amazon. We are responsible for scalable and innovative solutions to enable fulfillment of millions of items every day across the globe. Our team(External Fulfillment) owns the charter to make the AFT more accessible and flexible for emerging markets and businesses. The External Fulfillment Support Engineering team ensures our systems are resilient, efficient, and ready to meet Amazon’s scaling needs. We partner closely with SDEs, operations, and product teams to improve reliability, reduce operational burden, and drive continuous improvements in software quality.
