Support Engineer II, Just Walk Out Tech

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.

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.

Key job responsibilities
- Own oncall rotations for JWO store incidents as the primary responder, driving triage, escalation, and resolution within SLA windows for both high and low severity tickets
- Conduct structured deep dives on ticket trends, producing root cause analyses that inform automation and process improvements
- 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 improvements by identifying manual intervention patterns and proposing runbook or automation candidates
- Collaborate with Dev and engineering teams during escalations, providing detailed reproduction steps and impact assessments
- Maintain SOP hygiene and contribute to knowledge base updates so the team's knowledge base remains current and accurate
- Contribute to team-level operational reviews with data-backed observations

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 drive resolution in real time — no waiting, no handoffs.

On non-oncall shifts, you work closely with Dev teams on identifying patterns behind recurring issues, ticket reductions, and automation improvements.

About the team
The TOC is the operational heart of Just Walk Out technology. We run 24x7x365 operations across a globally distributed team — owning every incident, every shift, every store recovery.

We act fast, dig deep, and don't let patterns repeat. When something breaks, we fix it. When it keeps breaking, we eliminate it.

If you take ownership seriously and want your work to have immediate, visible impact — you'll fit right in.

Basic Qualifications

- Bachelor's degree in engineering or equivalent
- Experience troubleshooting and debugging technical systems
- Experience programming with at least one software programming language

Preferred Qualifications

- Experience with AWS, networks and operating systems
- 1+ years of technical support experience

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