Support Engineer, Amazon Leo Enterprise Customer Support

Description

• Amazon Leo is delivering fast, reliable internet to customers and communities beyond the reach of traditional networks. With thousands of satellites in low Earth orbit and a full-scale constellation deployment

Description

• Amazon Leo is delivering fast, reliable internet to customers and communities beyond the reach of traditional networks. With thousands of satellites in low Earth orbit and a full-scale constellation deployment underway, we are bridging the digital divide for households, schools, hospitals, businesses, and governments in the most remote places on the planet. Our enterprise customers rely on seamless connectivity into AWS environments, making this role critical to enabling secure, high-performance cloud integration at the edge of space. Welcome to the space industry, and internet infrastructure at a scale never attempted before. As an escalated tier role within Amazon Leo Enterprise Customer Support, you will own the resolution of the most complex networking cases that require deep subject matter expertise, from eBGP peering failures with ISP partners to routing anomalies cascading across customer networks spanning continents. We are looking for an SME who thrives in high-pressure environments and brings the technical depth to keep a space-based global network delivering for customers worldwide. If you have deep expertise in internet routing, strong command of troubleshooting tools, and want to solve unprecedented challenges on a network unlike anything built before, we want to hear from you. 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. • 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. • 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. A day in the life As an escalated tier role within Amazon Leo Enterprise Customer Support, you will own the resolution of the most complex networking cases that require deep subject matter expertise, from eBGP peering failures with ISP partners to routing anomalies cascading across customer networks spanning continents. We are looking for an SME who thrives in high-pressure environments and brings the technical depth to keep a space-based global network delivering for customers worldwide. If you have deep expertise in internet routing, strong command of troubleshooting tools, and want to solve unprecedented challenges on a network unlike anything built before, we want to hear from you.

Basic Qualifications

• - Experience in technical support - 4+ years of experience in ISP network operations, network engineering, or internet-facing network roles with focus on system troubleshooting and technical support. - AWS Cloud Practitioner and CCNA/JNCIA certifications - 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.

Preferred Qualifications