EF Support Engineer, AFT External Fulfillment

- Lead oncall response for FaaST WMS incidents as the escalation, and resolution for high-severity, complex incidents within SLA windows - Own deep dive investigations end-to-end — identifying systemic failure patterns, driving root cause analyses, and partnering with Dev teams to validate that fixes hold - Manage rotational shift coverage as part of a globally distributed follow-the-sun model, including weekend rotations, ensuring seamless handoffs and shift health documentation - Drive zero-touch resolution and automation initiatives — identifying manual intervention patterns, proposing runbook candidates, and seeing them through to implementation - Partner with Dev and engineering teams during escalations, providing structured reproduction steps, impact assessments, and technical recommendations - Own SOP development and knowledge base quality — identifying gaps, authoring updates, and ensuring the team's operational documentation reflects current best practices - Lead team-level operational reviews, presenting data-backed findings and driving follow-through on action items BASIC QUALIFICATIONS - 4+ years of software development, or 4+ years of technical support experience - Experience troubleshooting and debugging technical systems - Experience in Unix - Experience scripting in modern program languages - Experience in agile/scrum or related collaborative workflow PREFERRED QUALIFICATIONS - Knowledge of distributed applications/enterprise applications - Knowledge of UNIX/Linux operating system - Experience analyzing and troubleshooting RESTful web API calls

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.