SATCOM Customer Support Engineering Manager, Amazon Leo Government

Amazon Leo is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world. The mission of Amazon Leo for Government (ALG) is to leverage Leo and provide high speed, low latency, and secure satellite broadband services to United States and allied government customers. This position will be working on the Product Management Team within ALG with significant interaction with the Leo Government Business Development team and Government customers.We are seeking an experienced Technical Support Engineering Manager to lead our global government customer support engineering team. This role will oversee a team of technical support engineers who work with satcom distribution partners to provide expert customer support through phone and email channels while performing deep technical troubleshooting of broadband network and customer devices to perform root cause analysis.Key job responsibilitiesOversee online, phone and email support operations to ensure timely, secure, accurate, and high-quality government customer interactionsLead, mentor, and develop a team of technical support engineers for government customer missionsFoster a culture of customer obsession, technical excellence, and continuous improvement of Amazon Leo Government service deliveryEstablish and maintain service level agreements (SLAs) for response and resolution timesLead deep technical troubleshooting efforts for complex customer satellite communication issuesDrive root cause analysis (RCA) for recurring problems and systemic issuesPartner with Amazon Leo networking and device engineering teams to identify product defects and drive fixesDevelop and maintain technical documentation, knowledge base articles, and troubleshooting guidesEstablish best practices for technical investigation and problem resolutionWork closely with Amazon Leo Government Product, Engineering, and Operations teams to improve quality of broadband service deliveryProvide customer feedback and insights to inform product roadmap decisionsCollaborate with Training teams to develop technical training programsUse data to drive decision-making and resource planningPartner with Quality Assurance to identify testing gaps based on customer issuesA day in the lifePresent recurring business reviews to senior leadershipTrack and report on key performance indicators including CSAT, resolution time, and ticket volumeAnalyze trends in customer issues to identify opportunities for improvementDrive continuous improvement in first contact resolution rates and customer satisfaction scoresImplement escalation procedures and ensure critical issues receive appropriate attentionMonitor support queue health and optimize resource allocationThis position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.Basic qualifications- Experience managing IT environments on behalf of customers- Experience as a manager with a track record of success- 3+ years of satellite communications ground systems and operations experiencePreferred qualification - Bachelor's degree in Engineering, Computer Science, or a related technical field- Master of Business Administration- Experience driving projects to improve operations and support-related processes- Experience handling large enterprise technical customer escalations- Experience in AWS services- Experience in project and program management and delivering key business outcomesAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at .USA, VA, Arlington - 142,800.00 - 193,200.00 USD annually