Join Amazon Pharmacy as a foundational leader and spearhead the creation of our Support Engineering team in Bengaluru. This is a unique opportunity to build a team from the ground up, defining its operational framework and automation priorities. Your strategic decisions will profoundly impact Pharmacy fulfillment support globally, as you'll be charting a new course without predefined playbooks or legacy constraints.

Amazon Pharmacy is committed to delivering prescriptions with exceptional cost, speed, scale, and patient safety. Our advanced fulfillment network encompasses diverse sites, including central and regional fill locations, compact facilities, kiosks, and sophisticated automation. Every prescription processed is a vital component of patient care.

Your team will serve as the primary technical support unit for this network, operating 24/7 across multiple shifts. Responsibilities include triaging fulfillment issues, liaising with vendors for robotics and automation hardware, and escalating genuine defects to the appropriate engineering teams. The role extends beyond routine maintenance, focusing on identifying recurring problems and operational friction points to drive improvements in order flow, throughput, cost efficiency, and reduced escalations, all while maintaining the highest standards of patient safety.

Key responsibilities include building and leading a high-performing Support Engineering team in Bengaluru, ensuring seamless 24/7 multi-shift coverage for global Pharmacy fulfillment operations, including scheduling and on-call rotations.

You will own the triage and resolution of fulfillment issues through ticket queues, establishing severity criteria, escalation paths, and Service Level Agreements (SLAs), while meticulously reporting on SLA adherence, Mean Time To Resolve (MTTR), backlog, and repeat ticket rates.

Effectively manage incidents related to robotics and automation hardware with third-party vendors, overseeing escalations, tracking vendor performance against SLAs, and ensuring accountability for fixes and preventive maintenance.

Resolve network issues impacting fulfillment, such as optimizing order routing and managing inventory stock-outs in collaboration with network and inventory teams. You will also ensure genuine defects are accurately documented with reproduction steps, impact, and root-cause data, and follow through until resolution.

Lead high-severity incident response and Correction of Error (COE) reviews, defining clear, owned action items. Drive improvements in operational metrics by analyzing ticket and floor data to enhance site efficiency, throughput, and speed.

Develop and execute the automation roadmap, transforming recurring issues and manual processes into automated scripts, remediation workflows, and self-healing systems. Automate site launch readiness and configuration checks.

Implement robust monitoring, dashboards, and alarms designed to detect and address issues proactively before they impact sites or patients.

Uphold stringent patient safety and regulatory compliance, including HIPAA, ensuring no workarounds compromise dispensing accuracy.

Coach and develop engineers, continuously raising the hiring bar for the team.

We are seeking candidates with a Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience.

Essential experience includes 3+ years managing technical support, support engineering, or operations engineering teams, alongside 5+ years in technical support, production support, or operations engineering roles.

Demonstrated experience running 24/7 or multi-shift operations, encompassing scheduling, on-call rotations, and escalation processes, is crucial.

Proficiency in utilizing operational metrics such as SLA adherence, MTTR, and ticket volume/aging to drive team performance is required.

Experience leading incident management and root cause analysis for high-severity issues, coupled with experience collaborating with engineering teams and external vendors to resolve technical challenges, is expected.

Preferred qualifications include experience managing engineering teams within an operational setting and expertise in scripting and automation using Python, SQL, or Bash. Leading teams that automate manual operational tasks is highly valued.

Familiarity with AWS services for monitoring, alarming, and automation, as well as experience with IT service management tooling and ticketing workflows like SIM, Trouble Ticketing, ServiceNow, or Jira, will be advantageous.