The Support Engineer role within the Under-the-Roof Tech team at Prime Air focuses on ensuring the connectivity between Drone Delivery Centers and the Amazon fulfillment network. This position involves launching, monitoring, and maintaining UTR infrastructure while troubleshooting live issues. The role requires collaboration with technology and operations teams to sustain operations and support new site launches. The team is dedicated to revolutionizing delivery through autonomous drone technology, aiming for rapid and safe package delivery.

• 2+ years of software development or technical support experience
• Experience troubleshooting and debugging technical systems
• Experience effectively communicating complex concepts through written and verbal communication
• Knowledge of web services, distributed systems, and web application development
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience in Logistics, Distribution, or Fulfillment processes

• Manage trouble tickets using existing documentation, procedures, and tools, performing initial troubleshooting and driving issues to resolution or escalation.
• Write comprehensive technical notes and maintain clear communication throughout the resolution process, ensuring accurate and up-to-date ticket records.
• Generate metrics for each launched site, create alarms on those metrics, and monitor system health on an ongoing basis.
• Conduct root cause analyses on issues impacting system health, drive corrective actions to closure, and proactively identify observability gaps.
• Monitor system health during high-volume events and support deployment activities by identifying and addressing pipeline blockers.
• Partner with sites to perform integration and UTR testing during launch phases, capturing test results and computing relevant metrics.
• Travel to sites as needed to support on-site integration testing and participate in operational readiness reviews.
• Contribute to operational excellence by raising the bar on observability, incident response, and deployment best practices.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.