Support Engineer IV , Amazon Pharmacy Operations

Description

Amazon Pharmacy delivers prescriptions safely, accurately, and fast. The business is defined by four things: cost, speed, scale, and patient safety. Our fulfillment network spans central and regional fill, small-format sites, kiosks, and growing automation, and every order is a patient’s prescription.
The team is the first line of technical support for that network, 24x7 across multiple shifts. We triage fulfillment issues, work with vendors on robotics and automation hardware problems, and route genuine defects to the right engineering team. The goal goes beyond fixing tickets. By finding the patterns behind recurring issues and the friction on the floor, you will turn manual work into automation and help move the operational metrics: faster order flow, higher throughput, lower cost per unit, and fewer escalations, with no compromise on patient safety.

Key job responsibilities
• Triage and resolve fulfillment issues from SIM and Trouble Ticket queues within defined SLAs, as part of a 24x7 multi-shift rotation.
• Diagnose problems across Pharmacy fulfillment systems using logs, metrics, dashboards, and data queries, and restore service quickly.
• Work with third-party vendors on robotics and automation hardware incidents: open and track escalations, share diagnostic data, and confirm fixes on site.
• Resolve network issues that affect fulfillment, mainly orders routed to the wrong fulfillment center and inventory out-of-stock scenarios.
• Route genuine defects to the right engineering team with clear reproduction steps, impact, and root-cause data, and follow them through to resolution.
• Analyze ticket trends to find recurring issues, then write scripts, automated remediation, and self-healing workflows that eliminate them.
• Help automate site launch readiness and configuration checks for new pharmacy sites and formats.
• Build and tune monitoring, dashboards, and alarms that catch issues before sites or patients feel them.
• Write and maintain runbooks, and contribute to Correction of Error (COE) reviews for high-severity incidents.

About the team
Join as one of the first engineers on Amazon Pharmacy’s new Support Engineering team in Bengaluru. You will help shape how the team works from day one: the runbooks we write, the tools we build, and the issues we automate away first. Early members of a new team have an outsized say in its direction, and the work you do here will show up directly in how Pharmacy fulfillment runs worldwide.

Basic Qualifications

4+ years of software development, or 4+ years of technical support experience
Experience scripting in modern program languages
Experience troubleshooting and debugging technical systems
Experience in agile/scrum or related collaborative workflow
Experience troubleshooting and documenting findings

Preferred Qualifications

Knowledge of UNIX/Linux operating system
Experience analyzing and troubleshooting RESTful web API calls
Knowledge of distributed applications/enterprise applications

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