Join the Amazon LEO Enterprise Customer Support team as a Lead Support Engineer, playing a crucial role in expanding global broadband access. This initiative aims to connect unserved and underserved communities worldwide with fast, affordable internet through a vast satellite constellation. You'll be instrumental in bridging the digital divide by ensuring reliable connectivity for diverse customers, including businesses and government agencies operating in areas lacking consistent internet service.

As a Support Engineer on our SATCOM Technical Support team, you will tackle complex satellite network challenges. Your expertise in troubleshooting and methodical problem analysis will be key to resolving escalated cases, including service degradation issues. You'll analyze performance data such as latency, jitter, and packet loss, alongside system configurations, to restore optimal service.

Success hinges on your strong diagnostic abilities and capacity to drive technical issues to resolution. Collaboration with cross-functional teams is essential for solving intricate network problems. You will also develop and document technical solutions, enhance our knowledge base, and provide advanced technical guidance to both customers and internal stakeholders. While leveraging monitoring tools, your core focus remains on complex problem resolution and ensuring high customer satisfaction through effective technical support.

We are looking for candidates with a strong background in network planning, construction, or implementation within an ISP, telecoms operator, or Hyperscaler environment. A Bachelor's degree in Computer Science, Computer Engineering, or a related field is required, alongside a solid understanding of IP networking fundamentals and extensive experience with IP protocols. Proficiency in network operating systems like Cisco IOS and Junos is essential.

Demonstrated analytical skills, meticulous attention to detail, and effective communication are vital. Experience in managing and troubleshooting networks, including networking administration, is also crucial. Candidates should possess SDWAN/SDN proficiency with hands-on experience in design, deployment, and operations, specifically with platforms like Cisco Viptela, VMware VeloCloud, or Versa Networks. Professional certifications such as CCNP/CCIE/JNCIE or AWS Solutions Architect are highly valued.

Furthermore, experience with SDN controllers, orchestration, overlay/underlay architectures, and application-aware routing is expected. A strong background in NOC operations, including emergency response and on-call support, is necessary. We require at least 8 years of extensive experience in ISP/Service Provider network architecture and operations, managing large-scale networks.

Preferred qualifications include Python programming skills for network automation, with experience in JSON/YAML, REST APIs, and automation frameworks like Ansible or Terraform. Expertise in AWS networking, including VPC, Direct Connect, and Transit Gateway, as well as hybrid cloud/on-premises integration, is also a plus.