Sr. Technical Account Manager (Enterprise), Global Enterprise Services

Amazon•Arlington, VA

About The Position

Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit. 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 in places without reliable connectivity. The Amazon Leo business operations team is looking for a Sr. Technical Account Manager to join our Global Enterprise Services organization, supporting our rapidly growing North American enterprise customer base. You will serve 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. This is not a sales role; instead, it offers you the opportunity to serve as the technical lead and 'voice of the customer' for organizations ranging from start-ups to Fortune 500 enterprises. You will provide dedicated technical support and guidance to ensure customers maintain high technical standards in their Amazon Leo service delivery, enabling them to successfully deploy, manage, and support satellite connectivity for their business operations. Your technical acumen and customer-facing skills will enable you to effectively represent Amazon Leo within a customer's environment, driving discussions with senior leadership regarding service implementation, integration challenges, support escalations, and technical optimization. You will provide proactive technical guidance to help customers plan and implement solutions using best practices, while keeping their Amazon Leo deployments operationally healthy and resilient.

Requirements

3+ years of networking and troubleshooting 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 or consulting experience in customer-facing roles
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
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.

Nice To Haves

Experience in external enterprise customer-facing role as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences
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
Bachelor's degree in a STEM field
Experience with mission-critical, 24x7 operations
Experience contributing to engineering discussions around technology decisions and strategy related to a product
AWS certification, such as, AWS Solutions Architect, or a similar cloud certification
Bachelor's degree, or CCNA or equivalent level networking certification
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.