Support Engineer, Amazon Leo Enterprise Customer Support - Amazon.com

Key Responsibilities

• Diagnose and resolve complex satellite communication issues for enterprise customers, ensuring minimal service disruption.
• Collaborate with cross‑functional teams to analyze network performance data and implement corrective actions.
• Maintain and update technical documentation, troubleshooting guides, and knowledge base articles.
• Provide tier‑2 support for satellite modem firmware, configuration, and connectivity problems.
• Participate in on‑call rotations and incident response, escalating critical issues to engineering as needed.

Requirements

• 3+ years of experience in satellite or wireless network support, with a strong understanding of LEO satellite architectures.
• Proficiency with Linux operating systems, shell scripting, and network troubleshooting tools (e.g., Wireshark, tcpdump).
• Excellent analytical and problem‑solving skills, with the ability to work independently and in a fast‑paced environment.
• Strong communication skills, capable of translating technical concepts to non‑technical stakeholders.
• Experience with customer‑facing support and a customer‑first mindset.