Join Amazon Leo, our groundbreaking low Earth orbit satellite network, dedicated to bringing fast and dependable internet to underserved regions globally. We aim to connect everyone, from individual homes to essential institutions like schools, hospitals, and businesses, ensuring no one is left behind due to connectivity gaps.

This pivotal role involves direct engagement with enterprise clients to expedite issue resolution and foster strategic partnerships. You'll provide essential subject matter expertise, offer escalation support, and conduct in-depth analyses to solve high-impact customer challenges with scalable, lasting solutions. Collaboration with internal Amazon Leo enterprise teams, including Technical Account Managers, Sales, and Solutions Architects, is key to success.

You will be instrumental in identifying opportunities for continuous improvement, managing enterprise offerings, and championing the 'Voice of the Customer' to influence global strategies. As a senior individual contributor, you'll ensure excellent execution, lead incident responses, and build lasting customer trust within your dedicated portfolio.

Manage the daily operational support for a portfolio of enterprise Amazon Leo customers, overseeing onboarding, deployment, ongoing operations, and incident resolution.

Engage with customers through various channels including case management systems, email, chat, phone, and live bridge calls.

Cultivate in-depth expertise in Amazon Leo products, features, and enterprise connectivity models.

Lead responses to critical incidents (Severity 1/2) affecting your assigned customers, coordinating with Global Network Operations, Engineering, Field Operations, Product teams, and Legal/Compliance.

Serve as the primary escalation point for customer issues, conducting root cause analyses and delivering clear, customer-ready communications.

This role may involve access to export-controlled technology and requires eligibility for necessary U.S. government export licenses based on nationality and citizenship.

Availability to work nights, weekends, and extended hours, including on-call duties, is expected due to global response ownership.

Possess a minimum of 4 years of experience in operations, technical support, service delivery, or enterprise customer support.

Demonstrated experience in managing end-to-end customer issues, from initial onboarding through steady-state operations and incident resolution.

Proficiency with case management, ticketing, and incident management tools is essential.