Support Engineer IV, 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 IV 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 SE2s and SE3s 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 experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

- 4+ years of technical support experience
- Experience scripting in modern programming languages
- Experience troubleshooting and debugging technical systems
- Experience operating highly available, distributed systems of data extraction, ingestion, and processing of large data sets
- Experience troubleshooting and documenting findings

Preferred Qualifications

- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls

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.