Support Engineering Operations Manager, LEO Enterprise Customer Support

Amazon • Bellevue, WA

2d • $142,800 - $193,200 • Onsite

About The Position

Amazon LEO is Amazon’s low Earth orbit satellite network, aiming to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. This role is for an experienced Support Engineering Manager to lead an escalations and incident management team. The position combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents. The ideal candidate will build and lead a high-performing team responsible for resolving critical technical issues across the satellite network infrastructure, while maintaining the highest standards of customer satisfaction. As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You'll work closely with cross-functional teams including, Engineering, and Product teams to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for the most challenging technical problems, requiring a balance between tactical incident response and strategic improvements. This position demands strong technical acumen, leadership skills, and the ability to make critical decisions impacting customer endpoints. Success requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS TGW, VPC NETDEV), and maintain composure during critical incidents. You'll be expected to continuously improve incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization.

Requirements

• 5+ years of managing with a track record of success experience
• 5+ years of engineering team management in a fast-paced operations environment experience
• Experience managing IT environments on behalf of customers
• 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

• Bachelor's degree in Engineering, Computer Science, or a related technical field
• Experience driving projects to improve operations and support-related processes
• Experience handling large enterprise technical customer escalations

Responsibilities

• Lead and develop a team handling high-severity technical escalations and major incidents
• Establish and maintain escalation matrices, incident response protocols, and resolution SLAs
• Drive root cause analysis for critical incidents and implement preventive measures
• Oversee incident communication processes and stakeholder management
• Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues
• Manage incident response team capacity and skill development
• Ensure timely resolution of escalated issues and high customer satisfaction
• Develop and maintain incident management playbooks and procedures
• Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours
• Must coordinate coverage across multiple time zones and be available for major incident management during off-hours, ensuring continuous support and balanced workload distribution across all shifts

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: Manager
• Education Level: Associate degree