Support Engineer, Leo Enterprise Customer Support

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. 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.

• 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, 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.

• - Experience in technical support
• - 5+ years of experience in satellite communications, network operations, AWS Net Dev, 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.

• - 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, trace route, mtr, etc.).

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