SATCOM Customer Support Engineering Manager, Amazon Leo Government

Amazon; Arlington (VA); On-site; USD 143,000 - 193,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

RSUs

Job summary

KGS LLC in Arlington, VA supports Amazon Leo Government by providing secure satellite broadband services to US government customers. This Technical Support Engineering Manager role leads a global team delivering expert support through phone and email, with deep technical troubleshooting and root cause analysis.

The position requires a US citizen, experience managing IT environments, and 3+ years in satellite ground systems.

Qualifications

• Experience managing IT environments on behalf of customers.
• Experience as a manager with a track record of success.
• 3+ years of satellite communications ground systems and operations experience.

Responsibilities

• Oversee online, phone and email support to ensure timely, secure, high-quality government customer interactions.
• Lead, mentor, and develop a team of technical support engineers for government missions.
• Foster a culture of customer obsession, technical excellence, and continuous improvement of service delivery.
• Establish and maintain SLAs for response and resolution times.
• Lead deep technical troubleshooting for complex satellite communication issues.
• Drive root cause analysis for recurring problems.
• Partner with networking and device teams to identify defects and drive fixes.
• Develop and maintain technical documentation and knowledge base articles.
• Establish best practices for technical investigation and problem resolution.
• Work with Product, Engineering, and Operations teams to improve broadband service quality.
• Provide customer feedback to inform product roadmap decisions.
• Collaborate with Training teams to develop technical training programs.
• Use data to drive decision-making and resource planning.
• Partner with QA to identify testing gaps based on customer issues.

Skills

IT management

People management

Satellite communications

Education

Bachelor's degree in Engineering, Computer Science, or a related technical field

Master of Business Administration

Job description

Amazon Leo is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world. The mission of Amazon Leo for Government (ALG) is to leverage Leo and provide high speed, low latency, and secure satellite broadband services to United States and allied government customers. This position will be working on the Product Management Team within ALG with significant interaction with the Leo Government Business Development team and Government customers. We are seeking an experienced Technical Support Engineering Manager to lead our global government customer support engineering team. This role will oversee a team of technical support engineers who work with satcom distribution partners to provide expert customer support through phone and email channels while performing deep technical troubleshooting of broadband network and customer devices to perform root cause analysis.

Key job responsibilities

• Oversee online, phone and email support operations to ensure timely, secure, accurate, and high-quality government customer interactions
• Lead, mentor, and develop a team of technical support engineers for government customer missions
• Foster a culture of customer obsession, technical excellence, and continuous improvement of Amazon Leo Government service delivery
• Establish and maintain service level agreements (SLAs) for response and resolution times
• Lead deep technical troubleshooting efforts for complex customer satellite communication issues
• Drive root cause analysis (RCA) for recurring problems and systemic issues
• Partner with Amazon Leo networking and device engineering teams to identify product defects and drive fixes
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
• Establish best practices for technical investigation and problem resolution
• Work closely with Amazon Leo Government Product, Engineering, and Operations teams to improve quality of broadband service delivery
• Provide customer feedback and insights to inform product roadmap decisions
• Collaborate with Training teams to develop technical training programs
• Use data to drive decision-making and resource planning
• Partner with Quality Assurance to identify testing gaps based on customer issues

Basic Qualifications

• Experience managing IT environments on behalf of customers
• Experience as a manager with a track record of success
• 3+ years of satellite communications ground systems and operations experience

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related technical field
• Master of Business Administration
• Experience driving projects to improve operations and support-related processes
• Experience handling large enterprise technical customer escalations
• Experience in AWS services
• Experience in project and program management and delivering key business outcomes

This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.

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 - 142,800.00 - 193,200.00 USD annually

Company - KGS LLC

Job ID: A10485963