SATCOM Customer Support Engineering Manager - Government

Amazon

Arlington (VA)

On-site

USD 143,000 - 193,000

Full time

3 days ago

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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.