Amazon Kuiper Commercial Services LLC
Operations, IT, Support Engineering, alexa and amazon devices
SupportEngineer,AmazonLeoEnterpriseCustomerSupport
“Support Engineer, Amazon Leo Enterprise Customer Support at Amazon Kuiper Commercial Services LLC. Skills: Satellite communications, Network operations, RF engineering. Lead customer case resolution. Provide technical guidance”
What You'll Achieve.
Ensure regulatory compliance; Ensure performance excellence; Drive rapid resolution; Reduce time to resolution; Improve customer experience; Enhance case deflection; Onboarding new engineers
Industry & Context.
Problem-solving; Troubleshooting; Root cause analysis
Rotating shift schedule, On-call duties, U. S. citizen, U. S. national, U. S. permanent resident, Lawfully admitted refugee, Granted asylum
What They're Looking For.
Must Have
5+ years satellite communications, 5+ years network operations, 5+ years AWS NetDev, 5+ years RF engineering, System troubleshooting experience, Technical support experience, RF fundamentals experience, Carrier operations knowledge, Link budgets knowledge, Satellite ground equipment knowledge, Standard network protocols proficiency, System architecture proficiency, Analyze complex technical issues, Manage customer escalations, Document technical solutions, Document standard operating procedures, Spectrum analyzers usage, Monitoring tools usage, Standard test equipment usage, Antenna specifications understanding, Antenna installation experience, Antenna maintenance experience, Antenna troubleshooting experience, NOC operations background, Emergency response experience, On-call support experience
Nice to Have
Advanced multi-band antenna knowledge, Advanced multi-feed antenna knowledge, Auto-acquire systems experience, Auto-tracking systems experience, Antenna control units experience, Remote monitoring experience, Network administration experience, DNS configuration experience, Routing configuration experience, Firewall configuration experience, Networking protocols understanding, Troubleshooting tools understanding
What You'll Do.
Lead customer case resolution
Provide technical guidance
Partner with teams for resolution
Perform root cause analysis
Identify systemic issues
Collaborate on long-term fixes
Act as subject matter expert
Identify support gaps
Contribute to tooling
Contribute to diagnostics
Contribute to automation
Develop troubleshooting playbooks
Develop technical guides
Develop knowledge base articles
Mentor junior engineers
Provide case coaching
Provide knowledge transfer
Provide technical escalation support
Drive operational readiness
Drive support planning
Participate in customer communications
Ensure accountability
Ensure technical excellence
How You'll Work.
Team & Collaboration
Partnering with development; Partnering with RF; Partnering with operations; Collaborating with teams
Communication Scope
Customer communications
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