Sr. Technical Account Manager - Enterprise, Amazon Leo

Amazon • Arlington, VA

1d • Onsite

About The Position

Amazon Leo is Amazon's low Earth orbit satellite network, aiming to deliver fast, reliable broadband connectivity to underserved areas. The Global Enterprise Services organization is seeking a Sr. Technical Account Manager to support its growing North American enterprise customer base. This role serves as the primary technical point of contact for Fortune 500 enterprises, telecommunications providers, and other organizations deploying Amazon Leo satellite connectivity across the United States, Canada, and Mexico. It is not a sales role, but rather a technical leadership position where you will act as the 'voice of the customer.' You will provide dedicated technical support and guidance to ensure customers maintain high technical standards in their Amazon Leo service delivery, enabling successful deployment, management, and support of satellite connectivity for their business operations. Your technical expertise and customer-facing skills will be crucial in representing Amazon Leo within customer environments, leading discussions with senior leadership on service implementation, integration challenges, support escalations, and technical optimization. You will offer proactive technical guidance to assist customers in planning and implementing solutions using best practices, ensuring their Amazon Leo deployments remain operationally healthy and resilient.

Requirements

• 5+ years of design/implementation/operations/consulting with distributed applications experience
• 5+ years of technical engineering experience
• 3+ years of satellite communications ground systems and operations experience
• Experience in networking and troubleshooting
• Experience in management of technical, enterprise customer facing resources or equivalent
• 5+ years of technical support experience
• Understanding of BSS/OSS integration patterns, API connectivity, and system integration architectures for telecommunications service providers
• Ability to organize and manage various technical support activities across multiple customer accounts in a fast-moving environment
• 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.

Nice To Haves

• Experience in a 24x7 operational services or support environment
• Experience in internal enterprise or external customer-facing environment as a technical lead
• Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Bachelor's degree in a STEM field
• AWS certification, such as, AWS Solutions Architect, or a similar cloud certification
• Bachelor's degree, or CCNA or equivalent level networking certification
• 3+ years of satellite communications ground systems and operations experience
• Knowledge of AWS Infrastructure
• 2+ years of SCADA systems and KPI's experience
• Experience conducting classroom training for related technology products and services
• Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk
• Experience triaging security alerts, front-line analysis, and escalation
• Experience with quality and metrics processes
• Proven experience working with Fortune 500 enterprises or large telecommunications providers
• Experience with telemetry monitoring, predictive analytics, and proactive network health management
• Proven ability to diagnose complex multi-vendor integration issues across satellite, terrestrial, and cloud networks
• Understanding of enterprise business models including multi-site deployments, corporate IT operations, and mission-critical connectivity requirements

Responsibilities

• Serve as primary technical point of contact for enterprise customers post-launch, ensuring optimal performance and technical success of Amazon Leo service delivery
• Provide proactive technical guidance to customer technical teams, monitoring performance metrics and conducting regular technical reviews to maintain high service delivery standards
• Coordinate engineering support resources and drive technical optimization initiatives across customer deployments
• Manage technical support processes for customer-reported issues, ensuring rapid resolution and maintaining customer confidence in Amazon Leo technical capabilities
• Engage customers and their field teams in technical workshops and focused meetings to communicate technical best practices and post-sales support protocols
• Develop and refine customer-facing technical collateral, integration guides, and troubleshooting documentation
• Work closely with Customer Delivery Managers to align technical operations with business objectives while maintaining Amazon Leo's high standards for system performance
• Identify opportunities to improve customer technical capabilities through training, certification programs, and technical enablement initiatives
• Coordinate with Customer Delivery Engineers (CDEs) for complex customer integrations requiring custom technical solutions
• Enable rapid problem-solving protocols through direct operational integration and coordination with internal engineering teams

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
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree