Lead Support Engineer, Amazon LEO Enterprise Customer Support

Amazon; Hyderabad; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Amazon LEO Enterprise Customer Support seeks a Lead Support Engineer to join the SATCOM Technical Support team in Hyderabad. You will troubleshoot complex satellite network issues, analyze latency and packet loss, and drive cases to resolution with cross-functional teams.

You’ll document solutions and contribute to knowledge bases while delivering exceptional customer care. The role requires rotating shifts and on-call duties to ensure continuous coverage, with an export control/regulatory

Qualifications

• Experience in planning/constructing/implementing networks for ISPs, telecoms, or hyperscalers.
• Strong knowledge of IP networking fundamentals and IP protocols.
• Experience with Cisco IOS and Junos network OS.
• Excellent analytical skills, attention to detail, and communication.
• Experience with SDN controllers, orchestration, overlay/underlay, and app-aware routing.
• 8+ years in ISP/service provider network architecture and operations.
• Certs such as CCNP/CCIE/JNCIE or AWS Solutions Architect.

Responsibilities

• Troubleshoot complex satellite network issues and drive resolution.
• Handle escalated cases, analyze performance data and configurations.
• Develop and document technical solutions; contribute to knowledge base.
• Provide advanced technical guidance to customers and teams.
• Participate in rotating shifts and on-call duties to ensure coverage.

Skills

Network engineering

IP networking fundamentals

Cisco IOS / Junos

SDWAN/SDN

NOC operations & on-call

Troubleshooting & diagnostics

Cross-functional communication

Threats & security basics

Education

Bachelor's degree in CS/CE/related

CCNP/CCIE/JNCIE or AWS Solutions Architect

Tools

Cisco Viptela

VMware VeloCloud

Versa Networks

Ansible

Terraform

Job description

Lead 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.

Key job responsibilities

• 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’ll handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels. Success in this role demands excellent diagnostic skills, the ability to drive technical cases to resolution, and experience working with cross-functional teams to solve challenging network issues. You’ll develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams. While monitoring tools aid your work, your primary focus will be on complex problem resolution and ensuring customer satisfaction through effective technical 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.
• 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 in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations

Basic Qualifications

• Experience working in a network planning, network construction/implementation, or commercial implementation role at an ISP, telecoms operator, or Hyperscaler
• Bachelor’s degree or above in computer science, computer engineering, or related field
• Knowledge of IP networking fundamentals and extensive experience in the application of IP protocols
• Experience with network operating systems such as Cisco IOS and Junos
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network and experience in networking administration and troubleshooting
• SDWAN/SDN proficiency with hands-on experience in design, deployment, and operations (Cisco Viptela, VMware VeloCloud, or Versa Networks)
• Professional certifications such as CCNP/CCIE/JNCIE or AWS Solutions Architect
• Experience with SDN controllers, orchestration, overlay/underlay architectures, and application-aware routing
• Strong background in NOC operations with experience in emergency response and on-call support scenarios
• 8+ years of extensive experience in ISP/Service Provider network architecture and operations with large-scale networks

Preferred Qualifications

• Python programming skills for network automation with experience in JSON/YAML, REST APIs, and automation frameworks (Ansible, Terraform)
• AWS networking expertise including VPC, Direct Connect, Transit Gateway, and hybrid cloud/on-premises integration

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