Join Amazon Pharmacy Operations as a Support Engineer IV and be at the forefront of ensuring safe, accurate, and fast prescription delivery. This role is crucial to our fulfillment network, spanning various sites and automation technologies. As a key member of our 24x7 technical support team, you will address fulfillment issues, collaborate with vendors on robotics and automation, and ensure genuine defects are swiftly resolved by the appropriate engineering teams. Your impact will extend beyond immediate fixes, as you'll identify patterns in recurring problems, automate manual processes, and directly influence operational metrics like order flow speed, throughput, and cost efficiency, all while upholding the highest standards of patient safety.

Your core responsibilities will include triaging and resolving fulfillment issues from SIM and Trouble Ticket queues within service level agreements, operating on a 24x7 multi-shift rotation. You will be instrumental in diagnosing system problems using logs, metrics, and data queries to quickly restore services. Collaborating with third-party vendors on hardware incidents, managing escalations, and confirming on-site fixes will be essential. You'll also address network issues affecting fulfillment, such as incorrect order routing and inventory stockouts.

Furthermore, you will route genuine defects to engineering teams with detailed reproduction steps and root-cause analysis, following through to resolution. Analyzing ticket trends to identify recurring issues and developing scripts, automated remediations, and self-healing workflows to eliminate them will be a key focus. You will contribute to automating site launch readiness, building and tuning monitoring systems, and maintaining runbooks and Correction of Error (COE) reviews for critical incidents.

We are seeking candidates with at least 4 years of experience in software development or technical support. Proficiency in scripting with modern programming languages is a must, alongside proven experience in troubleshooting and debugging complex technical systems. Familiarity with agile/scrum or similar collaborative workflows is expected, as is a strong ability to document findings clearly. Preferred qualifications include knowledge of UNIX/Linux operating systems, experience analyzing and troubleshooting RESTful web API calls, and familiarity with distributed or enterprise applications.