Global Network Support Engineering Leader

Amazon

San Francisco (CA)

On-site

USD 164,000 - 222,000

Full time

2 days ago

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Benefits offered by this job

Health insurance

RSUs (restricted stock units)

Paid time off

Job summary

Amazon.com Services LLC in San Francisco seeks a Network Support Engineering (NSE) Manager to lead a global team delivering expert network support, fleet monitoring, and customer-focused service, while shaping scheduling and development.

You will partner with product and engineering teams to advocate for the customer experience, drive performance metrics, and manage executive escalations to ensure commitments to customers worldwide are met.

Qualifications

6+ years of network engineering experience and 2+ years people management experience
Advanced knowledge of wifi and networking protocols
Excellent written and verbal communication for executives and non-technical leaders

Responsibilities

Oversee global team of Network Support Engineers and manage scheduling, development, and technical support.
Lead executive, VIP, and fleet escalations and incidents including customer communication and case assignment.
Design methods to evaluate and improve network engineering team performance.
Partner with Vendor and Internal Managers to monitor trends and drive resolutions for complex issues.
Collaborate with product and engineering teams to advocate for the customer experience and influence stakeholders.
Participate in strategic initiatives including long and short term planning and reporting.
Lead staff responsible for validating pre-release prototype hardware and software.