SupportEngineerII

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. We are part of the AWS Solutions organization, and our mission is simple: keep stores open, customers happy, and technology invisible. 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 J