Support Engineer, Amazon Leo Enterprise Customer Support
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, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity. We are seeking a Support Engineer to join our SATCOM Technical Support team. The ideal candidate will combine strong troubleshooting expertise with the ability to resolve complex satellite network issues through methodical problem analysis and technical resolution. In this role, you will handle escalated cases involving service degradation, analyze 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. You will develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams. The primary focus will be on complex problem resolution and ensuring customer satisfaction. This job may require working in rotating shift schedules and variable days off.
Note: This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment is contingent upon obtaining any required export licenses or other approvals from the United States government. The successful candidate must be eligible to obtain any necessary export licenses or approvals based on nationality, citizenship, and other factors.
Basic Qualifications
* 4+ years of network and operating system support experience
* Hands‑on experience in network design, protocols and troubleshooting tools (TCP/IP, BGP, SD‑WAN, MPLS, DNS, DHCP, HTTPS, tcpdump, traceroute, mtr, etc.)
* Demonstrated hands‑on experience with RF fundamentals including carrier operations, link budgets, and satellite ground equipment (added advantage)
* Strong background in L3 NOC operations with experience in emergency response and on‑call support scenarios
Preferred Qualifications
* CCNA or equivalent level networking certification
* 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
* Good understanding of AWS Networking concepts and associated services
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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