Join Amazon Leo, an ambitious initiative to expand global broadband access via a constellation of over 3,000 low Earth orbit (LEO) satellites. Our mission is to deliver fast, affordable broadband to underserved regions worldwide, bridging the digital divide for consumers, businesses, and government entities.

This role involves providing critical technical support for our SATCOM infrastructure. You will leverage your strong troubleshooting skills to resolve complex satellite network issues through methodical analysis and effective technical solutions. The position requires a proactive approach to diagnosing performance degradations, analyzing data like latency and packet loss, and restoring optimal service levels.

Success hinges on your diagnostic acumen, ability to drive technical issues to closure, and collaborative work with cross-functional teams. You will also be instrumental in developing technical solutions, contributing to our knowledge base, and offering advanced guidance to both customers and internal stakeholders. While monitoring tools are supportive, your primary focus will be on solving intricate problems and ensuring exceptional customer satisfaction.

Handle escalated support cases, delving into service degradation issues by meticulously analyzing performance data and system configurations to restore optimal service.

Drive complex technical issues to resolution, employing strong diagnostic skills and collaborating with diverse teams to overcome challenging network problems.

Develop and document comprehensive technical solutions, contributing valuable insights to our expanding knowledge base.

Provide advanced technical guidance and support to customers and internal teams, ensuring clarity and effective problem-solving.

Potentially work rotating shifts and variable days off to ensure continuous support.

Possess at least 4 years of experience in network and operating system support.

Demonstrate hands-on expertise in network design, protocols, and troubleshooting tools, including TCP/IP, BGP, SD-WAN, MPLS, DNS, DHCP, HTTPS, tcpdump, traceroute, and mtr.

Have a solid background in L3 NOC operations, with experience in emergency response and on-call support scenarios.

Familiarity with RF fundamentals, carrier operations, link budgets, and satellite ground equipment is highly beneficial.

Note: This position may require access to information or technology subject to export control laws. Employment is contingent upon obtaining any necessary export licenses or approvals from the U.S. government, requiring eligibility based on nationality and other factors.