EF Support Engineer, AFT External Fulfillment

Amazon Fulfillment Technologies (AFT) powers Amazon’s global fulfillment network by designing and building the software, hardware and processes that enable our customers to get what they want, when they want it. We put innovation into action, working alongside our employees in the FCs to move billions of customer orders through our Fulfillment Centers globally. Key job responsibilities - Lead oncall response for FaaST WMS incidents as the escalation, and resolution for high-severity, complex incidents within SLA windows - Own deep dive investigations end-to-end — identifying systemic failure patterns, driving root cause analyses, and partnering with Dev teams to validate that fixes hold - Manage rotational shift coverage as part of a globally distributed follow-the-sun model, including weekend rotations, ensuring seamless handoffs and shift health documentation - Drive zero-touch resolution and automation initiatives — identifying manual intervention patterns, proposing runbook candidates, and seeing them through to implementation - Partner with Dev and engineering teams during escalations, providing structured reproduction steps, impact assessments, and technical recommendations - Own SOP development and knowledge base quality — identifying gaps, authoring updates, and ensuring the team's operational documentation reflects current best practices - Lead team-level operational reviews, presenting data-backed findings and driving follow-through on action items