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Skills
- Best Practicesunmatched
- Broadbandunmatched
- Business Developmentunmatched
- Continuous Improvementunmatched
- Customer Relationsunmatched
- Customer Satisfactionunmatched
- Customer Service Managementunmatched
- Customer Support/Serviceunmatched
- Customer/Client Researchunmatched
- Governmentunmatched
- Identify Issuesunmatched
- Knowledge Baseunmatched
- Leadershipunmatched
- Mentoringunmatched
- Network Administration/Managementunmatched
- Network Debuggingunmatched
- Operational Improvementunmatched
- Operational Supportunmatched
- Performance Analysisunmatched
- Performance Metricsunmatched
- Problem Solving Skillsunmatched
- Procedure Implementationunmatched
- Process Improvementunmatched
- Product Engineeringunmatched
- Product Managementunmatched
- Product Planningunmatched
- QA Partner Testing Softwareunmatched
- QoS (Quality of Service)unmatched
- Quality Managementunmatched
- Resource Managementunmatched
- Root Cause Analysisunmatched
- Satellite Communicationsunmatched
- Service Deliveryunmatched
- Service Level Agreement (SLA)unmatched
- Technical Leadershipunmatched
- Technical Supportunmatched
- Technical Trainingunmatched
- Technical Writingunmatched
- Testingunmatched
- Time Managementunmatched
- Training Program Developmentunmatched
- Trend Analysisunmatched
Description
Amazon Leo is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world.
The mission of Amazon Leo for Government (ALG) is to leverage Leo and provide high speed, low latency, and secure satellite broadband services to United States and allied government customers. This position will be working on the Product Management Team within ALG with significant interaction with the Leo Government Business Development team and Government customers.
We are seeking an experienced Technical Support Engineering Manager to lead our government customer support engineering team. This role will oversee a team of technical support engineers who provide exceptional customer service through phone and email channels while performing deep technical troubleshooting of broadband network and customer devices to perform root cause analysis.
Key job responsibilities
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
A day in the life
Present recurring business reviews to senior leadership
Track and report on key performance indicators including CSAT, resolution time, and ticket volume
Analyze trends in customer issues to identify opportunities for improvement
Drive continuous improvement in first contact resolution rates and customer satisfaction scores
Implement escalation procedures and ensure critical issues receive appropriate attention
Monitor support queue health and optimize resource allocation
This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.
Numbers & Facts
| Location | Arlington, VA |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles