Network Operations Center Engineer - Tier 2, Amazon Leo for Government

Amazon • Arlington, VA

1d

About The Position

Amazon Leo for Government (ALG) is Amazon’s initiative to deliver secure, reliable broadband connectivity to U.S. government users across the globe. Our Secure Network Operations Center (SNOC) is mission-critical to ensuring performance and availability across multiple classifications and government stakeholders.
We are seeking a proactive Tier II Support Engineer to lead and support our Tier 1 Support Technicians within the SNOC. This role is responsible for real-time operational oversight of customer interactions, ticket flow, and system monitoring. The Team Leader ensures Tier 1 technicians follow ALG playbooks, escalate appropriately, and provide the highest standard of customer service and technical triage.
As a frontline leader, you will coach technicians, own shift-level execution, manage incidents, and interface with Tier 2 engineering teams and government customer representatives. This position requires strong technical awareness, leadership maturity, and a commitment to operational excellence in a secure environment.

Requirements

• Experience with AWS CLI or AWS Console
• 4+ years technical support in a NOC, SOC, or 24/7 operations center environment
• 3+ years of hands-on experience with ITSM platforms (e.g., ServiceNow) including incident management, queue management, and SLA tracking
• 3+ years as technical escalation point or shift lead for support teams
• Experience creating, reviewing, or optimizing SOPs and operational documents
• AWS Console experience for metrics and reporting
• Bachelor's degree in IT, computer science, or equivalent experience

Nice To Haves

• Experience supporting government or mission-critical customers
• Networking fundamentals (DNS, DHCP, TCP/IP)

Responsibilities

• Lead a team of Tier 1 Support Technicians on assigned shifts to ensure consistent, high-quality service delivery.
• 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 Tier 1 personnel.
• Ensure timely and accurate communication with Tier 2, engineering, and 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 Tier 1 staff by identifying training gaps, recommending development paths, and enforcing performance standards.
• Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.
• Security Clearance: This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level