Support Engineer, Agentic Solutions, Relay Product and Tech

Relay Product Excellence's mission is to monitor Transaction Integrity for products supporting Identity Verification, Account Support, and Compliance across Carrier and Driver processes. As the Support Engineer our Automation Team, you'll work on automating verifications of carrier, driver and fleet identity/ compliance for Relay Market Carriers. This is a unique opportunity to drive innovation at the intersection of risk management, regulatory compliance, and automation—supplementing product teams where automation is yet to be launched or cannot be developed.
What makes this role exciting:
- Deliver Agentic AI and Automation solutions for a 200+ member team, conducting more than 2MM investigations a year
- Opportunity to collaborate with product/program/operations teams to identify customer pain points and build innovative solutions
- Shape the future of identity verification by developing processes, tools, and leadership talent that reduce waste & abuse while ensuring compliance
- Drive automation and AI initiatives to scale verification capabilities, adapting to emerging business needs and launching automation solutions with measurable impact
You'll work in a fast-paced environment where every day brings new challenges—from evolving regulatory requirements to emerging fraud patterns. If you're a strategic leader who thrives on solving complex problems with data and technology, this role offers an unparalleled opportunity to make your mark on Amazon's transportation future.
Key job responsibilities
- Lead the end-to-end development of Agentic workflows, including design, development, testing, launch, and continuous improvement.
- Possess strong expertise in Generative AI and Agentic systems and concepts, with the ability to integrate these technologies into daily workflows. You will be expected to leverage this knowledge to enhance workflow designs and improve investigator productivity through AI-driven solutions
- Develop deep expertise as a subject matter expert in specific focus areas, serving as the technical point of contact for your team
- Provide technical guidance while encouraging team members to identify and address root causes. Take ownership of documentation improvement by identifying gaps, enhancing existing materials, and creating new documentation where needed to support operational excellence.
- Design and implement efficient solutions through development of low to medium complexity code, focusing on API integration and development to leverage Large Language Models (LLMs). This includes both utilizing existing APIs and creating new ones to harness the full potential of AI capabilities.
About the team
Relay Product Excellence's (RPE) mission is to monitor Transaction Integrity for products supporting (a) Identity Verification, (b) Account Support, and (c) Compliance. We do this at a larger scale for Carrier and Driver processes, by collaborating with product teams like Carrier Identity and Continuous Compliance (CICC), Relay Safety and Trust (RST), and Relay Mobile. We supplement these products to help create programs where automation is yet to be launched, or cannot be developed. We are committed to enhancing the experience for carriers, drivers and product partners by adapting to emerging needs of the business, and launching programs that have a measurable impact in reducing waste & abuse, and ensuring compliance.
- 4+ years of software development experience
- Experience troubleshooting and debugging technical systems
- Experience scripting in modern program languages
- 2+ years of experience working on Agentic AI solutions, Browser Automations, Robotic Process Automation, AWS Infrastructure. Hands-on experience working with Amazon Bedrock, AgentCore, AgentZ, QuickSuite Flows
- 2+ years of experience with AWS technologies like Redshift, S3, AWS Glue, EMR, Kinesis, FireHose, Lambda, and IAM roles and permissions
- Knowledge of web services, distributed systems, and web application development
- Experience working on identity verification/fraud detection processes
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