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Support Engineer, Amazon Leo Enterprise Customer Support

Amazon

Bellevue, WA

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JOB DETAILS
SKILLS
Amazon Web Services (AWS), Antenna, Automation, BGP, Broadband, Budgeting, Coaching, Communication Systems, Computer Firmware, Customer Escalations, Customer Experience, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Documentation, Emergency Response, Firewall Administration, Government, HTTP (HyperText Transport Protocol), Identify Issues, Knowledge Base, Knowledge Transfer, Machine Tool, Maintain Compliance, Mentoring, Military Operations, Network Administration/Management, Network Operations Center, Network Performance/Analysis, Network Protocols, Network Routing, On Call, Onboarding, Operational Control, Operational Support, Polarization, Problem Solving Skills, Radio Frequency, Regulations, Root Cause Analysis, Satellite Communications, Spectrum Analyzers, Standard Operating Procedures (SOP), System Architecture, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Analysis, Technical Leadership, Technical Support, Test Equipment, Time Management, United States Citizen, tcpdump
LOCATION
Bellevue, WA
POSTED
30+ days ago
Description 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 We are looking for a senior network operations engineer in the satellite, antenna, and radio frequency space who will require a blend of technical expertise spanning RF engineering, satellite communications, and advanced networking technologies. Beyond technical skills, success in this role demands strong problem-solving abilities, continuous learning, and the capability to design, optimize, and troubleshoot complex satellite communication systems while ensuring regulatory compliance and performance excellence. Lead the resolution of complex customer cases involving satellite-ground network performance, routing anomalies, or connectivity degradation. Provide in-depth technical guidance to customers and internal teams during high-severity incidents, partnering with development, RF, 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 BGP peering, DNS failures, throughput bottlenecks, and path optimization. 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, 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 Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Basic Qualifications - Experience in technical support - 5+ years of experience in satellite communications, network operations, AWS NetDev, or RF engineering roles with focus on system troubleshooting and technical support. - Demonstrated hands-on experience with RF fundamentals including carrier operations, link budgets, and satellite ground equipment. Must be proficient in standard network protocols and system architecture. - Strong track record of analyzing complex technical issues and managing customer escalations through resolution. Experience documenting technical solutions and standard operating procedures. - Proven experience using spectrum analyzers, monitoring tools, and standard test equipment for system diagnostics and optimization. - Understanding of antenna specifications including gain, beamwidth, polarization, and radiation patterns. Hands-on experience in antenna installation, maintenance, and troubleshooting. - Strong background in NOC operations with experience in emergency response and on-call support scenarios. Preferred Qualifications - Previous experience in teleport operations or military SATCOM environments. - Advanced knowledge of multi-band and multi-feed antenna configurations, including auto-acquire and auto-tracking systems. Experience with antenna control units (ACUs) and remote monitoring. - Strong Network administration experience, including DNS, routing, and firewall configuration - Strong understanding of networking protocols and troubleshooting tools (TCP/IP, BGP, DNS, DHCP, HTTP/S, tcpdump, traceroute, mtr, etc.) Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. 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. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, VA, Arlington - 95,600.00 - 160,000.00 USD annually USA, WA, BELLEVUE - 95,600.00 - 160,000.00 USD annually

About the Company

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Amazon

INDUSTRY
Other/Not Classified

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