Support Engineer, IN Customer Fulfillment Experience

Amazon India CFX team is offering a truly exceptional opportunity to be a part of a team working on industry-leading products/ technologies. We work on initiatives to reduce cost to serve for customers while improving the customer experience. Our systems need to meet remarkably high standards of quality, performance and reliability, operating around the clock on a massive scale. You will work with engineers for software across a variety of n-tier architectures and cutting-edge technologies.
We are looking for a Support Engineer Level 3, who is responsible for handling complex technical issues that require deep system knowledge, conducting thorough root cause analysis, and following established SOPs while knowing when to escalate to on-call teams. The role involves comprehensive system analysis and monitoring, including deep dives into promise systems, health monitoring, pattern identification, and effective use of diagnostic tools. They manage high-priority incidents and escalations, coordinating with multiple teams during critical situations while maintaining detailed documentation. Key responsibilities include maintaining and updating SOPs, creating troubleshooting guides, and sharing knowledge with team members. The position requires strong technical expertise including understanding of system architectures, proficiency with technical tools, log analysis capabilities, and basic scripting skills. Essential skills include analytical problem-solving abilities, systematic troubleshooting approach, independent working capability, and strong decision-making skills. The role demands clear written and verbal communication, ability to explain technical concepts, professional stakeholder interaction, and effective escalation management. They must consistently follow established procedures, maintain SLAs, properly manage tickets, and maintain accurate documentation practices.

Key job responsibilities
1) Technical Problem Resolution -
Handle complex technical issues requiring deep system knowledge
Conduct thorough root cause analysis
Follow and improve standard operating procedures (SOPs)
Escalate appropriately to on-call teams when needed
2) System Analysis & Monitoring -
Perform deep dives into promise systems
Monitor system health and performance
Identify patterns in recurring issues
Use diagnostic tools effectively
3) Incident Management -
Handle high-priority incidents and escalations
Follow established incident management processes
Coordinate with multiple teams during critical situations
4) Document incident resolution steps -
Documentation & Knowledge Management
Maintain detailed technical documentation
Update SOPs based on new learnings
Share knowledge with team members
Create and maintain troubleshooting guides
1) Technical Problem Resolution -
Handle complex technical issues requiring deep system knowledge
Conduct thorough root cause analysis
Follow and improve standard operating procedures (SOPs)
Escalate appropriately to on-call teams when needed
2) System Analysis & Monitoring -
Perform deep dives into promise systems
Monitor system health and performance
Identify patterns in recurring issues
Use diagnostic tools effectively
3) Incident Management -
Handle high-priority incidents and escalations
Follow established incident management processes
Coordinate with multiple teams during critical situations
4) Document incident resolution steps -
Documentation & Knowledge Management
Maintain detailed technical documentation
Update SOPs based on new learnings
Share knowledge with team members
Create and maintain troubleshooting guides

A day in the life
A day in the life
1) Technical Problem Resolution -
Handle complex technical issues requiring deep system knowledge
Conduct thorough root cause analysis
Follow and improve standard operating procedures (SOPs)
Escalate appropriately to on-call teams when needed
2) System Analysis & Monitoring -
Perform deep dives into promise systems
Monitor system health and performance
Identify patterns in recurring issues
Use diagnostic tools effectively
3) Incident Management -
Handle high-priority incidents and escalations
Follow established incident management processes
Coordinate with multiple teams during critical situations
4) Document incident resolution steps -
Documentation & Knowledge Management
Maintain detailed technical documentation
Update SOPs based on new learnings
Share knowledge with team members
Create and maintain troubleshooting guides

About the team
Amazon India CFX team is offering a truly exceptional opportunity to be a part of a team working on industry-leading products/ technologies. We work on initiatives to reduce cost to serve for customers while improving the customer experience. Our systems need to meet remarkably high standards of quality, performance and reliability, operating around the clock on a massive scale. You will work with engineers for software across a variety of n-tier architectures and technologies.

Basic Qualifications:
- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience scripting in modern program languages

Preferred Qualifications:
- Bachelor's degree

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