Support Engineer, IN Customer Fulfillment Experience

Amazon

1 - 6 years

3 - 8 Lacs

gurugram

Posted:12 hours ago| Platform:

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Skills Required

root cause analysis diagnostics analytical debugging standard operating procedures incident management troubleshooting system analysis technical support technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for a Support Engineer Level 3, who is responsible for handling complex technical issues that require deep system knowledge, conducting thorough root cause analysis, and following established SOPs while knowing when to escalate to on-call teams
The role involves comprehensive system analysis and monitoring, including deep dives into promise systems, health monitoring, pattern identification, and effective use of diagnostic tools
They manage high-priority incidents and escalations, coordinating with multiple teams during critical situations while maintaining detailed documentation
Key responsibilities include maintaining and updating SOPs, creating troubleshooting guides, and sharing knowledge with team members
The position requires strong technical expertise including understanding of system architectures, proficiency with technical tools, log analysis capabilities, and basic scripting skills
Essential skills include analytical problem-solving abilities, systematic troubleshooting approach, independent working capability, and strong decision-making skills
The role demands clear written and verbal communication, ability to explain technical concepts, professional stakeholder interaction, and effective escalation management
They must consistently follow established procedures, maintain SLAs, properly manage tickets, and maintain accurate documentation practices

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