Support Engineer • Lead

Who you are

You have a strong background in technical support, particularly in satellite networks, with a focus on troubleshooting complex issues. Your expertise in analyzing performance data such as latency, jitter, and packet loss allows you to restore optimal service levels effectively. You excel in driving technical cases to resolution and possess excellent diagnostic skills that enable you to tackle challenging network problems. You are comfortable working with cross-functional teams to deliver the best results for customers, ensuring their satisfaction through effective technical support.

Your experience includes developing and documenting technical solutions, contributing to knowledge bases, and providing advanced technical guidance to both customers and internal teams. You thrive in a dynamic environment and are willing to work in a rotating shift schedule, including weekdays and weekends, to meet customer needs. You understand the importance of closing the digital divide and are motivated by the mission of increasing global broadband access through innovative satellite technology.

What you'll do

In this role, you will join the SATCOM Technical Support team at Amazon LEO, where your primary responsibility will be to handle escalated cases involving service degradation. You will analyze performance data and system configurations to identify issues and implement solutions. Your role will require you to develop and document technical solutions that can be utilized by the team and contribute to the overall knowledge base.

You will collaborate closely with other technical teams to resolve complex network issues and ensure that customer satisfaction remains a top priority. Your ability to communicate effectively with both technical and non-technical stakeholders will be crucial as you provide advanced technical guidance. You will also monitor tools to aid your work, but your main focus will be on complex problem resolution. By leveraging your skills and experience, you will help Amazon LEO achieve its mission of delivering fast, affordable broadband to underserved communities around the world.

What we offer

Amazon offers a competitive salary and benefits package, along with opportunities for professional growth and development. You will be part of a team that is dedicated to making a significant impact on global broadband access. The work environment is collaborative and supportive, allowing you to thrive in your role while contributing to a meaningful mission.