- 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
Preferred candidate profile
- 2+ years of software development, or 2+ years of technical support experience
- Experience scripting in up-to-date program languages
- Experience troubleshooting and debugging technical systems
- Bachelor's degree in a technical field
- Open to work in Rotational Shift including night shift
📌 Support Engineer (Telangana)
🏢 Amazon
📍 Telangana
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