Support Engineer, Amazon Leo Enterprise Customer Support

Amazon Leo is delivering fast reliable internet to customers and communities beyond the reach of traditional networks. With thousands of satellites in low Earth orbit and a full-scale constellation deployment underway we are bridging the digital divide for households schools hospitals businesses and governments in the most remote places on the planet. Our enterprise customers rely on seamless connectivity into AWS environments making this role critical to enabling secure high-performance cloud integration at the edge of space. Welcome to the space industry and internet infrastructure at a scale never attempted before.

As an escalated tier role within Amazon Leo Enterprise Customer Support you will own the resolution of the most complex networking cases that require deep subject matter expertise from eBGP peering failures with ISP partners to routing anomalies cascading across customer networks spanning continents. We are looking for an SME who thrives in high-pressure environments and brings the technical depth to keep a space-based global network delivering for customers worldwide.
If you have deep expertise in internet routing strong command of troubleshooting tools and want to solve unprecedented challenges on a network unlike anything built before we want to hear from you.

Key job responsibilities
Lead the resolution of complex customer cases involving routing anomalies BGP peering issues connectivity degradation and internet reachability failures.
Provide in-depth technical guidance to customers and internal teams during high-severity incidents partnering with development and operations teams to drive rapid resolution.
Perform detailed root cause analysis (RCA) for customer-impacting events identifying systemic issues and collaborating on long-term fixes.
Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer edge networks identifying misconfigurations and service-impacting faults.
Proactively identify support gaps and contribute to tooling diagnostics and automation that reduce time to resolution and improve customer experience.
Develop troubleshooting playbooks technical guides and knowledge base articles to enhance case deflection and onboarding of new support engineers.
Mentor junior support engineers providing case coaching knowledge transfer and technical escalation support.
Work in a rotating shift schedule including weekdays and weekends with the requirement to be available for on-call duties as needed to ensure continuous operational coverage.

Export Control Requirement: Due to applicable export control laws and regulations candidates must be a U.S. citizen or national U.S. permanent resident (i.e. current Green Card holder) or lawfully admitted into the U.S. as a refugee or granted asylum.

A day in the life
As an escalated tier role within Amazon Leo Enterprise Customer Support you will own the resolution of the most complex networking cases that require deep subject matter expertise from eBGP peering failures with ISP partners to routing anomalies cascading across customer networks spanning continents. We are looking for an SME who thrives in high-pressure environments and brings the technical depth to keep a space-based global network delivering for customers worldwide.
If you have deep expertise in internet routing strong command of troubleshooting tools and want to solve unprecedented challenges on a network unlike anything built before we want to hear from you.

- Experience in technical support
- 4 years of experience in ISP network operations network engineering or internet-facing network roles with focus on system troubleshooting and technical support.
- AWS Cloud Practitioner and CCNA/JNCIA certifications
- Proficiency in network protocols (TCP/IP BGP OSPF IS-IS DNS DHCP and internet troubleshooting tools (traceroute mtr tcpdump looking glass BGP route collectors packet captures flow analysis).
- Working knowledge of AWS networking services (VPC Direct Connect Transit Gateway Route 53) and the ability to troubleshoot customer connectivity into AWS environments.
- Strong track record of analyzing complex technical issues on the internet managing customer escalations through resolution and documenting technical solutions and SOPs.
- NOC/operations background with experience in incident management escalation procedures emergency response and on-call support scenarios.

- AWS Certified Solutions Architect Advanced Networking Specialty or Azure equivalent (AZ-900 AZ-700)
- CCNP (Cisco Certified Network Professional) or JNCIP (Juniper Networks Certified Internet Professional) in Routing & Switching or Data Center or equivalent experience in ISP networks.
- Experience with network automation: Python Ansible Terraform NAPALM or Netmiko.
- Experience with MPLS Segment Routing (SR-MPLS SRv6) and traffic engineering.
- Experience with network monitoring platforms (PRTG SolarWinds Datadog Grafana).
- Experience troubleshooting SD-WAN platforms (e.g. Cisco Viptela VMware VeloCloud Fortinet Versa Networks) and/or SDN controller connectivity issues.

Amazon 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 youre applying in isnt 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 WA BELLEVUE - 95600.00 - 160000.00 USD annually

Required Experience:

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