IT Support Engineer - SNOC, Amazon Leo for Government

Amazon•Arlington, VA

About The Position

Amazon Leo for Government (ALG) is Amazon's dedicated effort to bring resilient, secure satellite broadband connectivity to U.S. government customers. As part of this mission, the Secure Network Operations Center (SNOC) serves as the backbone for ALG operations support, ensuring continuous and reliable service to high-priority users around the world. We are seeking a highly motivated IT Support Engineer to join our SNOC team. As a frontline responder, you will directly interface with government users, authenticate access, resolve technical issues, and escalate unresolved incidents according to established ALG playbooks and protocols. This role is critical to ensuring seamless customer experience and mission assurance across classified and unclassified communications environments. You will work with cross-functional engineering and support teams while leveraging industry-standard platforms such as ServiceNow and Amazon Connect. 10037

Requirements

4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
4+ years of technical support experience
4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Bachelor's degree in IT, computer science or equivalent
Experience supporting video conference and teleconference equipment
Experience with AWS Console metrics and reporting
Experience with ITOM ticket management tools
Experience in customer-facing support environments
This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance.

Responsibilities

Oversee authentication, triage, and resolution workflows in accordance with ALG operational playbooks.
Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times.
Serve as the first point of technical and procedural escalation for support personnel.
Ensure timely and accurate communication with mission stakeholders.
Audit tickets and communications for quality and completeness, providing real-time feedback to technicians.
Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts.
Tailor and refine SNOC tooling (e.g., ServiceNow, Amazon Connect) to support mission-specific workflows.
Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures.
Mentor and develop support staff by identifying training gaps, recommending development paths, and enforcing performance standards.
Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.