Senior Escalations Specialist, Kuiper Enterprise Customer Support
Senior Escalations Specialist, Kuiper Enterprise Customer Support
Posted on :
29-05-2025
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1 Vacancy
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Job Description
Project Kuiper is an initiative to increase global broadband access through a constellation of over 3000 satellites in low Earth orbit (LEO). Its mission is to bring fast affordable broadband to unserved and underserved communities around the world. Project Kuiper 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.
The Kuiper team is looking for a motivated customer-focused individual who wants to join our team as an Operations Manager. This role will be responsible for managing warehouse associates in functional areas such as material receipt picking kitting or material delivery. This is a hands-on position where your daily activities will range from labor planning to strategic projects to new system development to supporting the customers that depend on our services.
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.
Key job responsibilities
- Lead 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
- 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 like BGP peering DNS failures throughput bottlenecks and path optimization
- Proactively identify support gaps and contribute to tooling diagnostics and automation to reduce time to resolution and improve customer experience
- Develop troubleshooting playbooks technical guides and knowledge base articles to enhance case deflection and onboard new support engineers
- Mentor junior escalations specialists providing case coaching knowledge transfer and technical escalation support
- Drive operational readiness and support planning for new network features firmware rollouts and regional launches
- Participate in customer communications for major incidents and complex technical engagements ensuring clarity accountability and technical excellence
- 5 years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience troubleshooting and documenting findings
- Deep understanding of networking protocols and troubleshooting tools (TCP/IP BGP DNS DHCP HTTP/S tcpdump traceroute mtr etc.)
- Hands-on experience using monitoring and observability platforms (CloudWatch Grafana Prometheus or equivalent)
- Experience analyzing and troubleshooting RESTful web API calls
- Experience supporting or operating satellite communication networks ground station infrastructure or hybrid terrestrial backhaul systems
- Familiarity with AWS networking services such as VPC Direct Connect Route 53 Transit Gateway or Global Accelerator
- Experience with edge networking architectures and wireless mesh systems
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81400/year in our lowest geographic market up to $182000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
The Kuiper team is looking for a motivated customer-focused individual who wants to join our team as an Operations Manager. This role will be responsible for managing warehouse associates in functional areas such as material receipt picking kitting or material delivery. This is a hands-on position where your daily activities will range from labor planning to strategic projects to new system development to supporting the customers that depend on our services.
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.
Key job responsibilities
- Lead 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
- 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 like BGP peering DNS failures throughput bottlenecks and path optimization
- Proactively identify support gaps and contribute to tooling diagnostics and automation to reduce time to resolution and improve customer experience
- Develop troubleshooting playbooks technical guides and knowledge base articles to enhance case deflection and onboard new support engineers
- Mentor junior escalations specialists providing case coaching knowledge transfer and technical escalation support
- Drive operational readiness and support planning for new network features firmware rollouts and regional launches
- Participate in customer communications for major incidents and complex technical engagements ensuring clarity accountability and technical excellence
- 5 years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience troubleshooting and documenting findings
- Deep understanding of networking protocols and troubleshooting tools (TCP/IP BGP DNS DHCP HTTP/S tcpdump traceroute mtr etc.)
- Hands-on experience using monitoring and observability platforms (CloudWatch Grafana Prometheus or equivalent)
- Experience analyzing and troubleshooting RESTful web API calls
- Experience supporting or operating satellite communication networks ground station infrastructure or hybrid terrestrial backhaul systems
- Familiarity with AWS networking services such as VPC Direct Connect Route 53 Transit Gateway or Global Accelerator
- Experience with edge networking architectures and wireless mesh systems
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81400/year in our lowest geographic market up to $182000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Senior IC
Employment Type
Full-Time
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