Customer Support Engineering Manager, Amazon Leo Government

Amazon · Arlington, VA · 1 mo ago

ConsultingFull-time

Oversee online, phone and email support operations to ensure timely, secure, accurate, and high-quality government customer interactions
Lead, mentor, and develop a team of technical support engineers for government customer missions
Foster a culture of customer obsession, technical excellence, and continuous improvement of Amazon Leo Government service delivery
Establish and maintain service level agreements (SLAs) for response and resolution times
Lead deep technical troubleshooting efforts for complex customer satellite communication issues
Drive root cause analysis (RCA) for recurring problems and systemic issues
Partner with Amazon Leo networking and device engineering teams to identify product defects and drive fixes
Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
Establish best practices for technical investigation and problem resolution
Work closely with Amazon Leo Government Product, Engineering, and Operations teams to improve quality of broadband service delivery
Provide customer feedback and insights to inform product roadmap decisions
Collaborate with Training teams to develop technical training programs
Use data to drive decision-making and resource planning
Partner with Quality Assurance to identify testing gaps based on customer issues

Experience managing IT environments on behalf of customers
Experience as a manager with a track record of success
3+ years of satellite communications ground systems and operations experience
Bachelor's degree in Engineering, Computer Science, or a related technical field
Master of Business Administration

Experience driving projects to improve operations and support-related processes
Experience handling large enterprise technical customer escalations
Experience in AWS services
Experience in project and program management and delivering key business outcomes

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