Senior Enterprise Operations Specialist , Amazon Leo Enterprise Customer Support

Amazon • Bellevue, WA

5h

About The Position

Amazon Leo is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity. Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. As a Senior Enterprise Network Specialist, you engage with enterprise customers to accelerate issue resolution and drive strategic engagements. You provide subject matter expertise, escalation support, and deep-dive analysis while addressing high-impact, account-related issues through scalable, long-term solutions that enable successful internet connectivity journeys. You facilitate cross-functional stakeholder collaboration with Amazon Leo enterprise teams, including Technical Account Managers, Sales, and Solutions Architects. You identify continuous improvement opportunities, program-manage enterprise offerings, and represent the Voice of the Customer to influence global, strategic solutions. As a senior individual contributor, you deliver reliable, high-quality outcomes for a defined portfolio of enterprise Leo customers, with strong emphasis on execution excellence, incident leadership, and customer trust.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience
• Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
• Experience managing executive customer relationships and key business stakeholders
• 4+ years of experience in operations, technical support, service delivery, network operations, or enterprise customer support roles.
• Experience owning end-to-end customer issues, including on-boarding, steady-state operations, and incident resolution.
• Experience using case management, ticketing, and incident management tools.
• Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
• Experience in a 24x7 operational services or support environment
• Experience analyzing data quantitatively and using customer research, data and metrics to back up assumptions, identifying opportunities, and assessing the efficacy of marketing programs
• Experience supporting enterprise connectivity, telecom, satellite network services.
• Experience supporting pilots, phased launches, or large-scale customer deployments.

Responsibilities

• Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding, deployment, steady state, and incident resolution
• Manage customer interactions across case management systems, email, chat, phone, and live bridge calls
• Develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models
• Lead high-severity incidents (Sev-1 / Sev-2) impacting assigned customers, coordinating with Global Network Operations, Engineering, Field Ops, Product teams, and Legal/Compliance teams to resolve complex customer issues
• Act as the primary escalation point for customer issues within scope, including root cause analysis and customer-ready communications
• Provide clear, timely, and data-backed customer updates during outages or service-impacting events
• Drive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented for owned issues
• Maintain and improve runbooks, SOPs, and escalation paths for enterprise LEO use cases
• Support enterprise pilots, phased launches, and customer cutovers by executing readiness plans and operational checklists
• Partner with Sales, Solutions Architects, and Product teams to support customer success and resolve complex operational blockers
• Act as the Voice of the Customer at the leadership level, using data and narratives to influence decision-making

Benefits

• Amazon also offers comprehensive benefits including 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, and parental leave.
• Learn more about our benefits at https://amazon.jobs/en/benefits .

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees