Lead Support Engineer, Amazon LEO Enterprise Customer Support

Key job responsibilities

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.

Basic Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience)
• Extensive experience in ISP/Service Provider network architecture and operations with large-scale networks
• Advanced networking expertise including BGP, OSPF/ISIS, MPLS, IPv4/IPv6, QoS, and network security implementation
• SDWAN/SDN proficiency with hands-on experience in design, deployment, and operations (Cisco Viptela, VMware VeloCloud, or Versa Networks)
• Expert-level knowledge of Cisco IOS/IOS-XE/IOS-XR and familiarity with other vendor platforms (Juniper, Arista)
• Strong troubleshooting abilities for complex network issues with experience in root cause analysis and capacity planning
• Professional certifications such as CCNP/CCIE/JNCIE or AWS Solutions Architect
• Experience with SDN controllers, orchestration, overlay/underlay architectures, and application-aware routing
• Strong background in NOC operations with experience in emergency response and on-call support scenarios

Preferred Qualifications

• Python programming skills for network automation with experience in JSON/YAML, REST APIs, and automation frameworks (Ansible, Terraform)
• AWS networking expertise including VPC, Direct Connect, Transit Gateway, and hybrid cloud/on-premises integration