Support Engineer, Retail Infrastructure Services, Retail Infrastructure Services

Support Engineer

Amazon Worldwide Grocery Store Technology is seeking a Support Engineer to join their Retail Infrastructure Services team responsible for designing and distributing new technology solutions across their retail footprint. This role is part of a Telecom Administration team responsible for the deployment and management of cellular phone plans used by Whole Foods Market store support and store based team members. The team manages multiple domestic and international wireless carriers. They periodically review usage reports from carriers and service providers to control excess spend and spot potential misuse of equipment.

Key job responsibilities:

• Track all work performed using modern work tracking methodologies, including vendor ticket systems, Jira, etc.
• Order new and replacement device via the Tangoe Platform web portal.
• Re-align non-standard requests with WWGS leadership.
• Escalate order approvals with WWGS leadership as needed.
• Liaise with the value-added reseller and company's chosen cellular carriers to ensure Team Member data is up to date.
• Review expense management reports provided by VAR and its agents to find inactive lines and unused devices.
• Undertake required actions to suspend or cancel services as appropriate.
• Leverage Early Termination Fee (ETF) Waivers to facilitate cancellation of contractually obligated lines.
• Coordinate collection and transfer of unsupported devices to authorized buy-back electronics recyclers.
• Process weekly Workday reports of terminated employees.
• Coordinate Mobile Device Management activities to ensure corporate-owned devices are properly locked or wiped before disconnecting phone lines.
• Monitor status of line disconnects, reconnects, and cellular plan adjustments as needed via Carrier portals.
• Update knowledge articles and other documentation on ordering devices and updated support articles.
• Ensure that support issues and escalations are routed to the proper channels.
• Demonstrate excellent verbal communication skills when interacting with customers, clearly conveying important status updates and changes.