Fulfillment Integration Support Engineer, Amazon Prime Air

Socket.dev; Seattle (WA); On-site; USD 80,000 - 131,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon’s UTR Tech team seeks experienced Support Engineers to launch, monitor, and maintain the Under-the-Roof infrastructure at Prime Air Drone Delivery Centers. You will handle trouble tickets, write clear technical notes, and build and monitor site metrics to ensure system health.

Responsibilities include root cause analyses, onboarding readiness, and collaboration with sites during launch phases to ensure smooth deployments.

Qualifications

• 2+ years of software development or 2+ years of technical support experience.
• Experience troubleshooting and debugging technical systems.
• Excellent written and verbal communication skills.

Responsibilities

• Manage trouble tickets using existing documentation and tools, driving issues to resolution or escalation.
• Write technical notes and maintain clear communication throughout the resolution process.
• Generate metrics for each launched site and monitor system health continuously.
• Conduct root cause analyses on issues impacting system health and identify observability gaps.
• Monitor health during high-volume events and support deployment activities by removing blockers.
• Coordinate with sites to perform integration and UTR testing during launch phases.

Skills

Software development

Technical support

Troubleshooting

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

Web services

Distributed systems

Web app development

Job description

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.

Basic Qualifications

• 2+ years of software development, or 2+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience effectively communicating complex concepts through written and verbal communication

Preferred Qualifications

• Knowledge of web services, distributed systems, and web application development
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience in Logistics, Distribution or Fulfillment processes

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 80,200.00 - 130,700.00 USD annually