Lead Support Engineer
Amazon
Lead Support Engineer
Amazon
Sells products online and rents cloud computing
Amazon LEO is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon LEO will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
Key job responsibilities
We are seeking a Support Engineer to join our SATCOM Technical Support team. The ideal candidate will combine strong troubleshooting expertise with the ability to resolve complex satellite network issues through methodical problem analysis and technical resolution. In this role, you'll handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels. Success in this role demands excellent diagnostic skills, the ability to drive technical cases to resolution, and experience working with cross-functional teams to solve challenging network issues. You'll develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams. While monitoring tools aid your work, your primary focus will be on complex problem resolution and ensuring customer satisfaction through effective technical support.
Work in a rotating shift schedule, including weekdays, and weekends, with the requirement to be available for on-call duties as needed to ensure continuous operational coverage.
Note : This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations
- Experience working in a network planning, network construction/implementation, or commercial implementation role at an ISP, telecoms operator, or Hyperscaler
- Bachelor's degree or above in computer science, computer engineering, or related field
- Knowledge of IP networking fundamentals and extensive experience in the application of IP protocols
- Experience with network operating systems such as Cisco IOS and Junos
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network and experience in networking administration and troubleshooting
- SDWAN/SDN proficiency with hands-on experience in design, deployment, and operations (Cisco Viptela, VMware VeloCloud, or Versa Networks)
- Professional certifications such as CCNP/CCIE/JNCIE or AWS Solutions Architect
- Experience with SDN controllers, orchestration, overlay/underlay architectures, and application-aware routing
- Strong background in NOC operations with experience in emergency response and on-call support scenarios
- 8+ years of extensive experience in ISP/Service Provider network architecture and operations with large-scale networks
- Python programming skills for network automation with experience in JSON/YAML, REST APIs, and automation frameworks (Ansible, Terraform)
- AWS networking expertise including VPC, Direct Connect, Transit Gateway, and hybrid cloud/on-premises integration
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
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