Lead Support Engineer, Amazon LEO Enterprise Customer Support

About the role

Amazon LEO is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon LEO will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

Key job responsibilities

• Handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels
• Drive technical cases to resolution and work with cross-functional teams to solve challenging network issues
• Develop and document technical solutions and contribute to the knowledge base
• Provide advanced technical guidance to customers and internal teams
• Work in a rotating shift schedule, including weekdays and weekends, with on-call duties as needed to ensure continuous operational coverage

Basic Qualifications

• Bachelor's degree in Computer Science, Engineering, a 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

Pay

USA, VA, Arlington - 121,000.00 - 163,700.00 USD annually. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

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

Schedule

Rotating shift schedule, including weekdays and weekends, with on-call duties as needed to ensure continuous operational coverage.

This response is AI-generated, for reference only.