Support Engineer, Amazon LEO Enterprise Customer Support

Amazon.com, Inc.•Bellevue, WA

39d

About The Position

Amazon LEO is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit (LEO). 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, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity. We are seeking a Support Engineer to join our SATCOM Technical Support team. The ideal candidate will combine strong troubleshooting expertise with the ability to resolve complex satellite network issues through methodical problem analysis and technical resolution. In this role, you'll handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels. Success in this role demands excellent diagnostic skills, the ability to drive technical cases to resolution, and experience working with cross-functional teams to solve challenging network issues. You'll develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams. While monitoring tools aid your work, your primary focus will be on complex problem resolution and ensuring customer satisfaction through effective technical support. Work in a rotating shift schedule, including weekdays, and weekends, with the requirement to be available for on-call duties as needed to ensure continuous operational coverage. 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.

Requirements

6+ year's of experience in satellite communications, network operations, or RF engineering roles with focus on system troubleshooting and technical support.
Bachelor's degree in Electrical Engineering, Telecommunications, or related technical field, or equivalent military training.
Demonstrated hands-on experience with RF fundamentals including satellite ground equipment. Must be proficient in standard network protocols and system architecture.
Strong track record of analyzing complex technical issues and managing customer escalations through resolution. Experience documenting technical solutions and standard operating procedures.
Understanding of antenna specifications and its diagnostics.
Strong background in NOC operations with experience in emergency response and on-call support scenarios
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

Previous experience in SATCOM environments.
Strong Network administration experience, including SDN, DNS, routing, and firewall configuration

Responsibilities

Handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels.
Drive technical cases to resolution.
Work with cross-functional teams to solve challenging network issues.
Develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams.
Work in a rotating shift schedule, including weekdays, and weekends, with the requirement to be available for on-call duties as needed to ensure continuous operational coverage.

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