Support Engineer, GMT GOES L2 Support

Support Engineer

Amazon Worldwide Grocery Store Technology is seeking a dynamic Support Engineer. This role provides ongoing analysis, installation, customization, maintenance, and troubleshooting of complex integrated systems that support critical business functions at Amazon's grocery stores and distribution centers. The Support Engineer provides technical support and advice on the use of programming tools, database systems, and networks, and addresses availability and reliability issues on systems (Windows/Unix/AWS) across multiple locations. They are also tasked with remediating daily incident tickets, ensuring system compliance, and performing system testing and staging. Additionally, the Support Engineer will enhance policies and procedures, ensure adherence, coordinate with clients, and make operational recommendations. Monitoring and tuning systems to achieve optimal performance, implementing appropriate security measures, and prescribing backup and disaster recovery procedures, including directing recovery operations, are all part of this role. The ideal candidate will possess strong problem-solving, communication, and collaboration skills, as these are essential for success in this 24/7 environment.

Key job responsibilities:

• Designs, installs, tests, tunes, and maintains systems, utility programs, monitoring tools, and other system components/infrastructure.
• Recommends and implements modifications to the environment, including troubleshooting of faulty systems, hardware, and software.
• Provides technical and functional support for team and system users.
• Responsible for system administration and configuration.
• Addresses system and technical problems of considerable complexity, difficulty, and importance.
• Leads root cause evaluation and determination.
• Leads major incident communication, ensuring messages are clear and appropriate for the consuming audience.
• Follows up with business partners before and after incidents to gather feedback and improve communication going forward.
• Creates automated application maintenance and deployment processes.
• Leads and manages vendor interface for system support issues and escalations.
• Works with technical and non-technical clients to resolve design and implementation issues.
• Identifies documentation and/or training gaps, recommending solutions as required.
• Writes, creates, and enforces controls.
• Exhibits strong problem-solving, communication, and collaboration skills.

A day in the life: As a Support Engineer, you'll dive into a world of technological problem-solving where no two days are the same. You'll collaborate with cross-functional teams, diagnose intricate system issues, and implement innovative solutions that keep our grocery technology infrastructure running at peak performance. Your work will directly impact the efficiency of our global grocery operations.