Support Engineer • Mid-Level

Who you are

You have a strong background in technical support, particularly in troubleshooting complex network issues — your expertise allows you to analyze performance data such as latency, jitter, and packet loss effectively. You excel in methodical problem analysis and are adept at driving technical cases to resolution, ensuring customer satisfaction through your support efforts.

Your experience includes working with cross-functional teams to solve challenging network issues — you understand the importance of collaboration in delivering optimal service levels. You are detail-oriented and capable of developing and documenting technical solutions, contributing to a knowledge base that enhances team efficiency.

You possess excellent diagnostic skills and a proactive approach to problem-solving — your ability to handle escalated cases demonstrates your commitment to customer service and technical excellence. You thrive in environments where you can leverage monitoring tools while focusing on complex problem resolution.

Desirable

Experience with satellite communications or broadband technologies would be a plus, as would familiarity with customer support tools and methodologies. A background in network engineering or related fields can further enhance your candidacy for this role.

What you'll do

As a Support Engineer at Amazon, you will join the SATCOM Technical Support team, focusing on resolving complex satellite network issues. Your primary responsibilities will include analyzing performance data and system configurations to restore optimal service levels for customers. You will handle escalated cases involving service degradation, ensuring that all technical issues are addressed promptly and effectively.

You will develop and document technical solutions that contribute to our knowledge base, providing advanced technical guidance to both customers and internal teams. Your role will require you to monitor tools and systems, but your main focus will be on complex problem resolution, ensuring that customer satisfaction remains a top priority.

Collaboration with cross-functional teams will be essential as you work to solve challenging network issues — you will engage with various stakeholders to ensure that solutions are implemented effectively. Your contributions will help close the digital divide by delivering fast, affordable broadband to underserved communities.

What we offer

Amazon offers a dynamic work environment where you can grow your technical skills and contribute to meaningful projects that impact global broadband access. You will be part of a team dedicated to closing the digital divide, providing you with a sense of purpose in your work. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds in our team.