Lead Satellite Support Engineer — Enterprise Ops & Reliability

Socket.dev; Bellevue (WA); On-site; USD 121,000 - 164,000; Full time

Job summary

Amazon LEO is seeking a Senior Support Engineer to lead technical investigations, define monitoring thresholds, and manage field teams across multiple customers. You will drive root cause analysis, coordinate with hardware, software, and product teams, and shape the fleet’s reliability through data-driven decisions.

You will own the technical customer relationship, present at reviews, and guide escalation processes while aligning priorities with engineering and product roadmaps.

Qualifications

• Experience in satellite communications or in-service product support engineering.
• Bachelor’s degree in Engineering, Computer Science, or related field is a plus.
• Proven ability to perform root cause analysis and resolve recurring issues.

Responsibilities

• Define fault taxonomies, impact classifications, and alerting thresholds for connectivity systems.
• Build playbooks and escalation logic for new systems or scenarios.
• Establish monitoring requirements and telemetry data points with engineering teams.
• Review end-to-end deployments to anticipate design failures at scale.
• Serve as escalation authority and coordinate with cross-functional teams.
• Lead a team of Support Engineers across customers, including mentoring.
• Break down problems for parallel work and manage end-to-end investigations.
• Conduct MTBF analyses and reliability trending using field data.
• Author SOPs, work instructions, and decision trees for field use.
• Own the technical customer relationship and present on fleet status and issues.
• Drive product enhancements by validating telemetry and data gaps.

Skills

Satellite communications

Root cause analysis

MTBF analysis

Linux-based diagnostics

RF troubleshooting

Leadership

Telemetry & monitoring

Customer relationship

Education

Bachelor's degree in Engineering/CS

Tools

Linux

Networking

Job description

Amazon LEO is seeking a Senior Support Engineer to lead technical investigations, define monitoring thresholds, and manage field teams across multiple customers. You will drive root cause analysis, coordinate with hardware, software, and product teams, and shape the fleet’s reliability through data-driven decisions.

You will own the technical customer relationship, present at reviews, and guide escalation processes while aligning priorities with engineering and product roadmaps.