Amazon Kuiper Commercial Services LLC
Satellite Communications
SupportEngineer,AmazonLeoEnterpriseCustomerSupport
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“Support Engineer, Amazon Leo Enterprise Customer Support at Amazon Kuiper Commercial Services LLC. Skills: Satellite communications, Network operations, RF engineering. Lead resolution of customer cases. Provide technical guidance to customers”
What You'll Achieve.
Reduce time to resolution; Improve customer experience; Enhance case deflection; Improve onboarding
Industry & Context.
Problem-solving; Troubleshooting; Root cause analysis
Rotating shift schedule, On-call duties, U. S. citizen, U. S. permanent resident, Lawfully admitted into U.S.
What They're Looking For.
Must Have
5+ years experience, RF fundamentals experience, Proficient in network protocols, Proficient in system architecture
Nice to Have
Analyzing complex issues, Managing customer escalations, Documenting technical solutions, Standard operating procedures experience, Spectrum analyzers experience, Monitoring tools experience, Standard test equipment experience, Antenna specifications understanding, Antenna installation experience, Antenna maintenance experience, Antenna troubleshooting experience, NOC operations background, Emergency response experience, On-call support experience, Multi-band antenna configurations, Multi-feed antenna configurations, 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 resolution of customer cases
Provide technical guidance to customers
Provide technical guidance to internal teams
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 support engineers
Provide case coaching
Provide knowledge transfer
Provide technical escalation support
Drive operational readiness
Drive support planning
Participate in customer communications
How You'll Work.
Team & Collaboration
Partnering with development teams; Partnering with RF teams; Partnering with operations teams
Communication Scope
Customer communications; Technical engagements
Full Job Description
Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity. We are looking for a senior network operations engineer in the satellite, antenna, and radio frequency space who will require a blend of technical expertise spanning RF engineering, satellite communications, and advanced networking technologies. Beyond technical skills, success in this role demands strong problem-solving abilities, continuous learning, and the capability to design, optimize, and troubleshoot complex satellite communication systems while ensuring regulatory compliance and performance excellence. Key job responsibilities Lead the resolution of complex customer cases involving satellite-ground network performance, routing anomalies, or connectivity degradation. Provide in-depth technical guidance to customers and internal teams during high-severity incidents, partnering with development, RF, 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. Act as a subject matter expert (SME) for escalated networking issues, including BGP peering, DNS failures, throughput bottlenecks, and path optimization. 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 co
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