Lead Support Engineer, Mobility, LEO Enterprise Customer Support

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.

We are seeking a Lead Support Engineer to join our Enterprise & Mobility Support team. The Lead Support Engineer is the senior technical lead for enterprise and mobility satellite connectivity customers. You define the product support layer behind fleet monitoring, tooling, and in‑service operations. The ideal candidate has significant product support engineering experience in satellite communications, has led investigations across hardware, software, and operations teams, managed field engineers, and turned technical findings into program decisions that improve reliability.

• Define BITE fault taxonomies, impact classifications, and alerting thresholds for connectivity systems
• Build the playbook where one doesn’t exist. When a new system, failure mode, or customer scenario has no documented path, define the support approach and escalation logic from scratch
• Establish monitoring requirements, telemetry data points, and fault thresholds. Work with Product and Hardware Engineering to determine tracking and visualization (LRU health, connectivity KPIs, firmware states, telemetry pipelines)
• Look beyond individual faults. Review how systems are deployed end-to-end (terminals, network, software, ground infrastructure) and identify where designs will break under scale or stress before they reach service.
• Serve as the escalation authority for recurring or fleet‑wide issues. Drive root cause analysis and coordinate resolution with Hardware, Software, Network Operations, and Product
• Manage a team of Support Engineers across one or multiple customers, including workload assignment, mentoring, and performance development.
• Break down complex problems into assignable pieces so multiple engineers can work in parallel. You manage the investigation, findings and conclusion, end-to-end.
• Conduct MTBF analysis, reliability trending, failure mode identification, and hardware/software investigations using repair‑shop data, service‑bulletin history, and field failure reports
• Author and maintain troubleshooting SOPs, work instructions, and decision trees that Support Engineers execute daily in the field
• Own the technical customer relationship. Lead the technical components of MBRs and QBRs, and present on in‑service status, fleet performance, and top issues
• Drive product enhancement requirements by identifying gaps in monitoring data and validating that telemetry reflects actual system health
• Provide structured feedback to Product Management on field observations, reliability trends, and improvement opportunities
• Identify recurring hardware and software incidents and coordinate with engineering teams to plan and release fixes or modifications
• Establish triage processes for incoming incidents: severity classification, reproduction steps, and handover packages produced within SLA
• Support Entry into Service (EIS), retrofit, and new customer onboarding from a technical readiness perspective
• Quantify Cost of Non‑Conformance (CoNC) for in‑service incidents to target engineering investment and backlog reduction
• Lead alignment across Engineering, Product, Operations, and the customer when priorities conflict. Bring teams to agreement on resolution approaches for contentious issues
• Serve as a trusted technical…