Escalated Space Networking Support Engineer

Amazon Inc.

Arlington (VA)

On-site

USD 96,000 - 160,000

Full time

26 hours ago

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Job summary

Amazon Leo Enterprise Customer Support seeks an experienced Support Engineer to own escalation resolution for complex networking cases, including eBGP peering and routing anomalies across global networks. You will lead technical guidance during high-severity incidents and collaborate with development and operations teams to drive rapid resolution.

Role requires 4+ years in ISP/network operations, CCNA/JNCIA and AWS Practitioner certs, strong TCP/IP/BGP/DNS knowledge, and on-call incident

Qualifications

Experience in technical support
4+ years of experience in ISP network operations, network engineering, or internet-facing network roles with focus on system troubleshooting and technical support.
AWS Cloud Practitioner and CCNA/JNCIA certifications
Proficiency in network protocols (TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, HTTP/S) and internet troubleshooting tools (traceroute, mtr, tcpdump, looking glass, BGP route collectors, packet captures, flow analysis).
Working knowledge of AWS networking services (VPC, Direct Connect, Transit Gateway, Route 53) and the ability to troubleshoot customer connectivity into AWS environments.
Strong track record of analyzing complex technical issues on the internet, managing customer escalations through resolution, and documenting technical solutions and SOPs.
NOC/operations background with experience in incident management, escalation procedures, emergency response, and on-call support scenarios.

Responsibilities

Lead the resolution of complex customer cases involving routing anomalies, BGP peering issues, connectivity degradation, and internet reachability failures.
Provide in-depth technical guidance to customers and internal teams during high-severity incidents, partnering with development 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.
Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer edge networks, identifying misconfigurations and service-impacting faults.
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.
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.