Senior Network Escalations Engineer - Edge & Cloud

Amazon; Arlington (VA); On-site; USD 96,000 - 160,000; Full time

Job summary

Amazon Kuiper Commercial Services LLC in Arlington, VA is seeking an escalated-tier Enterprise Customer Support SME to resolve complex internet routing cases, including BGP peering failures and SD-WAN issues, across continents for our space-enabled network.

You will guide customers and internal teams during high-severity incidents, develop playbooks, and mentor junior engineers while working a rotating on-call schedule.

Qualifications

• 4+ years of experience in ISP network operations or internet-facing network roles with focus on troubleshooting
• AWS Cloud Practitioner and CCNA/JNCIA certifications
• Proficiency in TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, HTTP/S and troubleshooting tools

Responsibilities

• Lead resolution of complex customer cases involving routing anomalies and connectivity issues across continents
• Provide in-depth guidance to customers and internal teams during high-severity incidents
• Perform detailed root cause analysis for customer-impacting events and drive long-term fixes
• Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer edge networks
• Identify gaps and contribute to tooling, diagnostics, and automation to reduce resolution time
• Develop troubleshooting playbooks, guides, and knowledge base articles
• Mentor junior engineers and provide escalation support
• Work in a rotating shift with on-call duties to ensure continuous coverage

Skills

ISP network operations

Troubleshooting networks

AWS networking

On-call support

Education

CCNA / JNCIA

AWS Cloud Practitioner

Tools

Traceroute

MTR

tcpdump

Packet captures

Job description

Amazon Kuiper Commercial Services LLC in Arlington, VA is seeking an escalated-tier Enterprise Customer Support SME to resolve complex internet routing cases, including BGP peering failures and SD-WAN issues, across continents for our space-enabled network.

You will guide customers and internal teams during high-severity incidents, develop playbooks, and mentor junior engineers while working a rotating on-call schedule.