Fulfillment Integration Support Engineer, Amazon Prime Air

Here at Amazon, we embrace our differences and are committed to furthering our culture of diversity and inclusion. We're working on the future of delivery, applying state-of-the-art technologies to solve real-world challenges and provide visible benefit to end-users.

About the role

The Under-the-Roof (UTR) Tech team within Prime Air is responsible for the integration, testing, and operational support of fulfillment technology systems at Prime Air Drone Delivery Centers. We are looking for an experienced Support Engineer to help launch, monitor, and maintain our UTR infrastructure. Our services operate at scale and support workloads critical to safety, so a passion and discipline around operational excellence is key.

This position may require a deemed export control license for compliance with applicable laws and regulations. Placement is contingent on Amazon's ability to apply for and obtain an export control license on your behalf.

Responsibilities

• Manage trouble tickets using existing documentation, procedures, and tools—performing initial troubleshooting and driving issues to resolution or escalation.
• Write comprehensive technical notes and maintain clear communication throughout the resolution process, ensuring accurate and up-to-date ticket records.
• Generate metrics for each launched site, create alarms on those metrics, and monitor system health on an ongoing basis.
• Conduct root cause analyses (RCAs) on issues impacting system health and proactively identify observability gaps.
• Monitor system health during high-volume events (e.g., holiday peaks) and support deployment activities by identifying and addressing pipeline blockers.
• Work with sites to perform integration and UTR testing during launch phases, capturing test results and computing relevant metrics.
• Travel to sites as needed to support on-site integration testing and participate in readiness reviews.
• Contribute to operational excellence by raising the bar on observability, incident response, and deployment best practices.

Requirements

• 2+ years of software development, or 2+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience effectively communicating complex concepts through written and verbal communication

Qualifications

• Knowledge of web services, distributed systems, and web application development
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience in Logistics, Distribution or Fulfillment processes

Pay

USA, WA, Seattle - $80,200.00 - $130,700.00 USD annually

Benefits

Amazon offers comprehensive benefits including:

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans)
• Employee Assistance Program (EAP) and Mental Health Support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off and parental leave
• Sign-on payments and restricted stock units (RSUs)

Learn more about our benefits at amazon.jobs/en/benefits.