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Amazon · 6 days ago

Support Engineer, Amazon Leo Enterprise Customer Support

Arlington, Virginia, USA

Full-time

Onsite

Mid, Senior Level

$86K/yr - $185K/yr

5+ years exp

Amazon is a leader in global broadband access through satellite technology, and they are seeking a Support Engineer to enhance their satellite communications initiatives. The role involves leading complex customer case resolutions, providing technical guidance, and mentoring junior engineers while ensuring operational readiness for new network features.

Artificial Intelligence (AI)DeliveryE-CommerceFoundational AIRetail

No H1B

U.S. Citizen Only

Responsibilities

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

Qualification

Satellite communicationsRF engineeringNetwork operationsTechnical supportSpectrum analyzersAntenna specificationsNOC operationsNetwork protocolsProblem-solvingCustomer communicationDocumentationMentoring

Required

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

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.)