Manager III, Support Engineer, Amazon Pharmacy Operations

Location: Bengaluru, India

Description
We are looking for a founding leader to build Amazon Pharmacy’s Support Engineering team in Bengaluru from scratch. You will hire the first engineers, design how the team operates, and decide what gets automated first. There is no inherited playbook and no legacy to work around, so the choices you make will set how Pharmacy fulfillment is supported worldwide.
Amazon Pharmacy delivers prescriptions safely, accurately, and fast. The business is defined by four things: cost, speed, scale, and patient safety. Our fulfillment network spans central and regional fill, small-format sites, kiosks, and growing automation, and every order is a patient’s prescription.
Your team will be the first line of technical support for that network, 24x7 across multiple shifts. It triages fulfillment issues, manages robotics and automation hardware problems with vendors, and routes genuine defects to the right engineering team. The mandate goes beyond keeping the lights on. By studying recurring issues and floor-level friction, your team finds the opportunities that move operational metrics: faster order flow, higher throughput and lower cost per unit on the floor, and fewer escalations, with no compromise on patient safety. Every repeat issue you automate away returns capacity to the network. You will partner with Operations and engineering leaders across Pharmacy, and the results will show up in the numbers the business cares about most.
Key job responsibilities

• Build, hire, and lead a team of Support Engineers in Bengaluru, owning 24x7 multi-shift coverage for global Pharmacy fulfillment, including rosters, shift handoffs, and on-call rotations.
• Own triage and resolution of fulfillment issues across SIM and Trouble Ticket queues. Set severity criteria, escalation paths, and SLAs, and report on SLA adherence, MTTR, backlog, and repeat-ticket rate.
• Manage robotics and automation hardware incidents with third-party vendors: run escalations, track vendor SLAs and action items, and hold vendors accountable for fixes and preventive maintenance.
• Resolve network issues that affect fulfillment, mainly routing orders to the right fulfillment center and handling inventory out-of-stock scenarios, in partnership with network and inventory teams.
• Route genuine defects to the right engineering team with reproduction steps, impact, and root-cause data, and follow through until the fix lands.
• Drive high-severity incident response and Correction of Error (COE) reviews with clear, owned action items.
• Move the operational metrics. Analyze ticket and floor data to find opportunities that improve site efficiency, throughput, and speed, and deliver them with Operations and engineering partners.
• Own the automation roadmap. Turn recurring issues and manual runbooks into scripts, automated remediation, and self-healing workflows, and automate site launch readiness and configuration checks.
• Build monitoring, dashboards, and alarms that detect issues before sites or patients feel them.
• Uphold patient safety and regulatory requirements, including HIPAA, in daily operations. No workaround may compromise dispensing accuracy.
• Coach and grow engineers, and raise the hiring bar.

About the team
Our team is dedicated to ensuring Amazon Pharmacy's operations is scaled and efficient for customers worldwide. We operate at the intersection of engineering and operations, building scalable support mechanisms and driving continuous improvement. We value collaboration, clear communication, and a genuine commitment to each other's growth. As we look ahead, we are investing in automation, smarter tooling, and new approaches to incident management. This is an opportunity to shape the direction of a team that directly impacts healthcare for millions of customers at Amazon.
Basic Qualifications

• Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline
• · 3+ years of experience managing technical support, support engineering, or operations engineering teams
• · 5+ years of experience in technical support, production support, or operations engineering roles
• · Experience running 24x7 or multi-shift operations, including rosters, on-call rotations, and escalation processes
• · Experience using operational metrics (SLA adherence, MTTR, ticket volume and aging) to drive team performance
• · Experience leading incident management and root cause analysis for high-severity issues
• · Experience working with engineering teams and external vendors to resolve technical issues
• · Bachelor’s degree in Engineering, Computer Science, or a related technical field, or equivalent experience

Preferred Qualifications

• Experience managing engineering teams in an operations environment
• · Experience with scripting and automation in Python, SQL, or Bash, and leading teams that automate manual operational work
• · Experience with AWS services for monitoring, alarming, and automation
• · Experience with IT service management tooling and ticketing workflows, such as SIM, Trouble Ticketing, ServiceNow, or Jira

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