Lead Support Engineer, Amazon LEO Enterprise Customer Support

Amazon; Bellevue (WA); On-site; USD 121,000 - 164,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Parental leave

Job summary

Amazon LEO Enterprise Customer Support seeks a Lead Support Engineer to troubleshoot and resolve high‑complexity satellite network problems, drive root cause analysis, and guide cross‑functional teams to quick resolutions.

You will document solutions, improve the knowledge base, and ensure exceptional customer satisfaction while supporting rotating shifts and on‑call duties.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience)
• Extensive experience in ISP/Service Provider network architecture and operations with large-scale networks
• Advanced networking expertise including BGP, OSPF/ISIS, MPLS, IPv4/IPv6, QoS, and network security implementation
• SDWAN/SDN proficiency with hands-on experience in design, deployment, and operations (Cisco Viptela, VMware VeloCloud, or Versa Networks)
• Expert-level knowledge of Cisco IOS/IOS-XE/IOS-XR and familiarity with other vendor platforms (Juniper, Arista)
• Strong troubleshooting abilities for complex network issues with experience in root cause analysis and capacity planning
• 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

Responsibilities

• Handle escalated cases involving service degradation and complex network issues
• Analyze performance data (latency, jitter, packet loss) and configurations to restore service levels
• Develop and document technical solutions and contribute to knowledge base
• Provide advanced technical guidance to customers and internal teams
• Maintain on-call coverage and cross-functional collaboration for outage resolution

Skills

BGP

OSPF/ISIS

MPLS

IPv4/IPv6

QoS

Network security

Cisco IOS

SDWAN/SDN

CCNP/CCIE/JNCIE

AWS Solutions Architect

Education

Bachelor's degree in Computer Science or related

Tools

Cisco Viptela

VMware VeloCloud

Versa Networks

Juniper

Arista

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.

Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Basic Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)
• Extensive experience in ISP/Service Provider network architecture and operations with large‑scale networks
• Advanced networking expertise including BGP, OSPF/ISIS, MPLS, IPv4/IPv6, QoS, and network security implementation
• SDWAN/SDN proficiency with hands‑on experience in design, deployment, and operations (Cisco Viptela, VMware VeloCloud, or Versa Networks)
• Expert‑level knowledge of Cisco IOS/IOS‑XE/IOS‑XR and familiarity with other vendor platforms (Juniper, Arista)
• Strong troubleshooting abilities for complex network issues with experience in root cause analysis and capacity planning
• 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

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, VA, Arlington - 121,000.00 - 163,700.00 USD annually

USA, WA, BELLEVUE - 121,000.00 - 163,700.00 USD annually