Roles and Responsibilities

- Lead oncall response for JWO store incidents as the primary responder, owning triage, 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
- Mentor SE1s and SE2s through oncall shadowing, deep dive reviews, and day-to-day coaching
- Lead team-level operational reviews, presenting data-backed findings and driving follow-through on action items

Job Requirements :

- Experience scripting in contemporary program languages
- Experience troubleshooting and debugging technical systems
- Bachelor's degree in a technical field
- Ability to work effectively in a fast-paced environment with multiple priorities.
- Ability to work in shifts including night shift

📌 Support Engineer (Telangana)
🏢 Amazon
📍 Telangana