Fulfillment Integration Support Engineer, Amazon Prime Air

The Under-the-Roof (UTR) Tech team within Prime Air is responsible for connectivity between Prime Air Drone Delivery Centers (PADDCs) and the broader Amazon fulfillment network, including its integration, testing, and operational support. We are looking for an experienced Support Engineer to help us launch, monitor, and maintain our UTR infrastructure. In this role you will be the connective tissue between our fulfillment network and the physical sites where drones take flight, validating UTR integration, troubleshooting live issues, and ensuring every site we launch stays healthy. Prime Air is expanding rapidly, and this role spans the full lifecycle of our sites: standing up and testing new locations as we grow, and sustaining operations at the sites already live. It is a mix of in-office and in-field work, and you will collaborate across the technology and operations teams of both Prime Air and the broader Amazon fulfillment network to keep goods moving from stow to drone.

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, drive corrective actions to closure, 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.
• Partner 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 operational readiness reviews.
Contribute to operational excellence by raising the bar on observability, incident response, and deployment best practices.

About the team
How do you get items to customers quickly, cost-effectively, and most importantly safely, in less than an hour? Our teams of hundreds of scientists, engineers, aerospace professionals, and futurists have been working hard to do just that! We are delivering to customers, and are excited for what's to come. Check out more information about Prime Air on the About Amazon blog.

If you are seeking an iterative environment where you can drive innovation, apply state-of-the-art technologies to solve real world delivery challenges, and provide benefits to customers, Prime Air is the place for you. Amazon Prime Air is revolutionizing delivery through autonomous drone technology, aiming to deliver packages to customers in 30 minutes or less.

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