Support Engineer II-Ext

Millions of Selling Partners trust Amazons marketplace to grow their businesses and hundreds of millions of customers depend on us every day. Behind that trust is a network of systems tools and workflows designed to detect and resolve fraud and abuse at scale and our team builds them.

About the Role:
We are looking for a Sr. Process Engineer who thrives at the intersection of workflow engineering risk operations and tooling configuration in dynamic variable this role you will decompose complex and evolving investigation processes into streamlined automated pathways ensuring that every step that doesnt require human input is handled systematically and every step that does is presented with precision and clarity.

You will design workflows that flex with changing risk landscapes rather than break under them. You will build tools that make expert investigators more effective by surfacing the right context at the right time so they can apply their judgment faster and more consistently even when the case type is novel or the abuse pattern is emerging. You will own the end-to-end workflow lifecycle from requirements gathering through deployment measurement and iteration.

This role offers the opportunity to shape how Amazon protects seller and customer trust through innovative workflow engineering intelligent automation and adaptive risk operations.



Key job responsibilities
- Own the design configuration and optimization of end-to-end investigation and intake workflows across centralized tooling infrastructure translating risk policies and SOPs into scalable adaptable solutions that perform in variable operational environments
- Decompose complex and evolving investigation processes into micro-task architectures that cleanly separate automated steps from human-judgment decision points accounting for shifting risk signals and non-standard case types
- Develop API-driven tool enhancements that improve investigator efficiency reduce handling time and increase decision consistency across high-priority escalations
- Build configurable workflow components that enable rapid response to emerging abuse patterns new risk categories and changing enforcement policies without requiring full re-engineering
- Enable partner teams to onboard into centralized tooling platforms by defining integration patterns configuration standards and self-service documentation
- Conduct rigorous root cause analysis on workflow failures systematic defects escalation patterns and false-positive/false-negative trends to identify and implement corrective actions
- Define instrument and monitor operational metrics to measure workflow effectiveness automation coverage defect reduction and escalation resolution performance
- Drive continuous improvement by analyzing workflow performance data identifying automation opportunities and leading iteration cycles on tooling configurations
- Collaborate cross-functionally with engineering product risk science operations and policy teams to align workflow design with organizational priorities and risk mitigation objectives
- Influence roadmap prioritization by quantifying the operational impact of tooling gaps and presenting data-backed recommendations to leadership


About the team
The Res-Q (Risk Mitigation Escalations Reduction and Quality Assurance) team sits within Amazons Customer and Partner Trust (CPT) organization. Our product tooling and data function provides centralized technology infrastructure for escalation teams across CPT operations coordinating technology delivery across investigation insights intake and detection product lanes. We build the tools and workflows that escalation teams depend on to resolve high-priority cases eliminate systematic defects and reduce seller-impacting incidents at scale.

Unlike fixed-process operations this team operates in a variable environment where risk signals shift abuse patterns evolve and escalation types are rarely identical. The workflows we build must be adaptive configurable and resilient enough to handle emerging threats while maintaining speed and decision quality across thousands of cases weekly.

- Bachelors degree
- Bachelors degree in a quantitative field such as statistics mathematics data science business analytics economics finance engineering or computer science
- Bachelors degree or 3 years of workflow experience
- Experience that includes strong analytical skills attention to detail and effective communication abilities or experience in software development and experience in managing and troublshooting network
- Experience in developing functional specifications design verification plans and functional test procedures

- 5 years of systems design software development operations automation and process improvement experience
- Experience working with large-scale data mining and reporting tools (i.e. SQL MS Power Query Python) or experience in building financial and operational reports/data sets that inform business decision-making
- Experience in one or more scripting languages (e.g. Python Ruby Perl)
- Experience in lean or six sigma methodologies for operational process and performance improvement projects including process mapping and process re-design

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.