Support Engineer III, Just Walk Out Tech

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Just Walk Out Stores is where AWS technology meets the real world. We build and operate the commerce software that powers stores running "Just Walk Out" technology — a system that lets customers walk in, pick up what they need, and walk out, with no checkout required. From JWOS to partner-operated formats, our stores run on a complex stack of cameras, gates, and distributed software services — all of which need to work flawlessly, every hour of every day.

We are part of the AWS Solutions organization, and our mission is simple: keep stores open, customers happy, and technology invisible.

As a Support Engineer III in the Technical Operations Center (TOC), you are a technical leader and force multiplier for the team. You go beyond resolving incidents — you own the patterns behind them, drive the initiatives that eliminate them, and raise the bar for how the team operates. You will lead oncall response for complex, high-severity incidents, own deep dive investigations end-to-end, and partner with Dev teams to drive automation and lasting fixes. On non-oncall shifts, you lead reduction initiatives, mentor peers, and shape the processes that make the team stronger.

You will work in a follow-the-sun model, operating India Morning (6AM-2PM IST), Afternoon (2-10 PM IST) and Night shifts (10 PM–6 AM IST) as part of a globally distributed team where your technical judgment and operational ownership directly shape team outcomes, and where your decisions set the standard for the engineers around you.

Key job responsibilities
- Lead oncall response for JWO store incidents as the primary responder, owning triage, 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
- Mentor SE1s and SE2s through oncall shadowing, deep dive reviews, and day-to-day coaching
- Lead team-level operational reviews, presenting data-backed findings and driving follow-through on action items

A day in the life
During your oncall shift, you are the first line of defense for live JWO store incidents. When a store-impacting issue fires, you get paged, triage the alert, and lead resolution in real time — making the calls that matter, with no waiting, no escalation above you.

On non-oncall shifts, you lead the work with Dev teams — driving root cause investigations, owning reduction initiatives, and pushing automation improvements from identification through to implementation.

About the team
- Diverse Experiences — Amazon values diverse backgrounds. Whether your career is just starting or has followed a non-traditional path, we encourage you to apply.
- Why AWS — AWS is the world's most comprehensive cloud platform, trusted by startups and Global 500 companies alike to power their businesses.
- Work/Life Balance — We value work-life harmony and strive for flexibility, so our people can thrive both at work and at home.
- Inclusive Team Culture — Employee-led affinity groups and inclusion events foster collaboration and empower our people to bring bold, fresh perspectives.
- Mentorship and Career Growth — Endless knowledge-sharing, mentorship, and career-advancing resources to help you grow into a better-rounded professional.

BASIC QUALIFICATIONS

- 2+ years of software development, or 2+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems

PREFERRED QUALIFICATIONS

- Knowledge of web services, distributed systems, and web application development
- Experience with REST web services, XML, JSON

Our inclusive culture empowers Amazonians to deliver the best results for our customers.