Fulfillment Integration Support Engineer, Amazon Prime Air

Here at Amazon, we embrace our differences. We are committed to furthering our culture of diversity and inclusion of our teams within the organization. We're working on the future. If you are seeking an iterative fast-paced environment where you can drive innovation, apply state-of-the-art technologies to solve real world delivery challenges, and provide visible benefit to end-users, this is your opportunity. Come work on the Prime Air Team! The Under-the-Roof (UTR) Tech team within Prime Air is responsible for the integration, testing, and operational support of fulfillment technology systems at Prime Air Drone Delivery Centers. We are currently looking for an experienced Support Engineers to help us launch, monitor, and maintain our UTR infrastructure. Our services operate at scale and support workloads critical to safety, so a passion and discipline around operational excellence is key. Export Control License: This position may require a deemed export control license for compliance with applicable laws and regulations. Placement is contingent on Amazon's ability to apply for and obtain an export control license on your behalf. Key job responsibilities ● Manage trouble tickets using existing documentation, procedures, and tools—performing initial troubleshooting and driving issues to resolution or escalation. ● Write comprehensive technical notes and maintain clear communication throughout the resolution process, ensuring accurate and up-to-date ticket records. ● Generate metrics for each launched site, create alarms on those metrics, and monitor system health on an ongoing basis. ● Conduct root cause analyses (RCAs) on issues impacting system health and proactively identify observability gaps. ● Monitor system health during high-volume events (e.g., holiday peaks) and support deployment activities by identifying and addressing pipeline blockers. ● Work with sites to perform integration and UTR testing during launch phases, capturing test results and computing relevant metrics. ● Travel to sites as needed to support on-site integration testing and participate in readiness reviews. ● Contribute to operational excellence by raising the bar on observability, incident response, and deployment best practices.