Support Engineer, Amazon Leo Enterprise Customer Support

Key job responsibilities

• Lead the resolution of complex customer cases involving routing anomalies, BGP peering issues, connectivity degradation, and internet reachability failures.
• Provide in-depth technical guidance to customers and internal teams during high-severity incidents, partnering with development and operations teams to drive rapid resolution.
• Perform detailed root cause analysis (RCA) for customer-impacting events, identifying systemic issues and collaborating on long-term fixes.
• Act as a subject matter expert (SME) for escalated networking issues, including eBGP peering problems, DNS failures, throughput bottlenecks, and internet path issues.
• Troubleshoot eBGP peering issues with upstream providers, IXPs, and customers, including prefix advertisement problems, route leaks, and path anomalies.
• Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer edge networks, identifying misconfigurations and service-impacting faults.
• Proactively identify support gaps and contribute to tooling, diagnostics, and automation that reduce time to resolution and improve customer experience.
• Develop troubleshooting playbooks, technical guides, and knowledge base articles to enhance case deflection and onboarding of new support engineers.
• Mentor junior support engineers, providing case coaching, knowledge transfer, and technical escalation support.
• Drive operational readiness and support planning for new network features, firmware rollouts, SD-WAN deployments, and regional launches.
• Participate in customer communications for major incidents and complex technical engagements, ensuring clarity, accountability, and technical excellence.
• 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.

Qualifications

• Experience in technical support
• 5+ years of experience in ISP network operations, network engineering, or internet-facing network roles with focus on system troubleshooting and technical support.
• CCNP (Cisco Certified Network Professional) or JNCIP (Juniper Networks Certified Internet Professional) in Routing & Switching or Data Center, or equivalent experience in ISP networks.
• Deep ISP operational knowledge: troubleshooting eBGP peering failures, transit/peering issues, prefix advertisement problems, AS-path anomalies, route leaks, internet exchange connectivity, and core/edge routing faults.
• Experience troubleshooting SD-WAN platforms (e.g., Cisco Viptela, VMware VeloCloud, Fortinet, Versa Networks) and/or SDN controller connectivity issues.
• Proficiency in network protocols (TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, HTTP/S) and internet troubleshooting tools (traceroute, mtr, tcpdump, looking glass, BGP route collectors, packet captures, flow analysis).
• Working knowledge of AWS networking services (VPC, Direct Connect, Transit Gateway, Route 53) and the ability to troubleshoot customer connectivity into AWS environments.
• Strong track record of analyzing complex technical issues on the internet, managing customer escalations through resolution, and documenting technical solutions and SOPs.
• NOC/operations background with experience in incident management, escalation procedures, emergency response, and on-call support scenarios.