Senior Enterprise Operations Specialist , Amazon Leo Enterprise Customer Support
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Job Location:
Bellevue, WA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Amazon Leo is Amazons low Earth orbit satellite network. Our mission is to deliver fast reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools hospitals businesses and government agencies Amazon Leo will serve people and organizations operating in locations without reliable connectivity.
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.
As a Senior Enterprise Network Specialist you engage with enterprise customers to accelerate issue resolution and drive strategic engagements. You provide subject matter expertise escalation support and deep-dive analysis while addressing high-impact account-related issues through scalable long-term solutions that enable successful internet connectivity journeys. You facilitate cross-functional stakeholder collaboration with Amazon Leo enterprise teams including Technical Account Managers Sales and Solutions Architects. You identify continuous improvement opportunities program-manage enterprise offerings and represent the Voice of the Customer to influence global strategic solutions. As a senior individual contributor you deliver reliable high-quality outcomes for a defined portfolio of enterprise Leo customers with strong emphasis on execution excellence incident leadership and customer trust.
Key job responsibilities
Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding deployment steady state and incident resolution
Manage customer interactions across case management systems email chat phone and live bridge calls
Develop deep functional expertise in Amazon Leo products features and enterprise connectivity models
Lead high-severity incidents (Sev-1 / Sev-2) impacting assigned customers coordinating with Global Network Operations Engineering Field Ops Product teams and Legal/Compliance teams to resolve complex customer issues
Act as the primary escalation point for customer issues within scope including root cause analysis and customer-ready communications
Provide clear timely and data-backed customer updates during outages or service-impacting eventsDrive post-incident reviews (RCAs COEs) and ensure corrective actions are implemented for owned issues
Maintain and improve runbooks SOPs and escalation paths for enterprise LEO use cases
Support enterprise pilots phased launches and customer cutovers by executing readiness plans and operational checklists
Partner with Sales Solutions Architects and Product teams to support customer success and resolve complex operational blockers
Act as the Voice of the Customer at the leadership level using data and narratives to influence decision-making
- Bachelors degree in a relevant field or equivalent work experience
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences including senior leadership
- Experience managing executive customer relationships and key business stakeholders
- 4 years of experience in operations technical support service delivery network operations or enterprise customer support roles.
- Experience owning end-to-end customer issues including on-boarding steady-state operations and incident resolution.
- Experience using case management ticketing and incident management tools.
- Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
- Experience in a 24x7 operational services or support environment
- Experience analyzing data quantitatively and using customer research data and metrics to back up assumptions identifying opportunities and assessing the efficacy of marketing programs
- Experience supporting enterprise connectivity telecom satellite network services.
- Experience supporting pilots phased launches or large-scale customer deployments.
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.
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.
As a Senior Enterprise Network Specialist you engage with enterprise customers to accelerate issue resolution and drive strategic engagements. You provide subject matter expertise escalation support and deep-dive analysis while addressing high-impact account-related issues through scalable long-term solutions that enable successful internet connectivity journeys. You facilitate cross-functional stakeholder collaboration with Amazon Leo enterprise teams including Technical Account Managers Sales and Solutions Architects. You identify continuous improvement opportunities program-manage enterprise offerings and represent the Voice of the Customer to influence global strategic solutions. As a senior individual contributor you deliver reliable high-quality outcomes for a defined portfolio of enterprise Leo customers with strong emphasis on execution excellence incident leadership and customer trust.
Key job responsibilities
Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding deployment steady state and incident resolution
Manage customer interactions across case management systems email chat phone and live bridge calls
Develop deep functional expertise in Amazon Leo products features and enterprise connectivity models
Lead high-severity incidents (Sev-1 / Sev-2) impacting assigned customers coordinating with Global Network Operations Engineering Field Ops Product teams and Legal/Compliance teams to resolve complex customer issues
Act as the primary escalation point for customer issues within scope including root cause analysis and customer-ready communications
Provide clear timely and data-backed customer updates during outages or service-impacting eventsDrive post-incident reviews (RCAs COEs) and ensure corrective actions are implemented for owned issues
Maintain and improve runbooks SOPs and escalation paths for enterprise LEO use cases
Support enterprise pilots phased launches and customer cutovers by executing readiness plans and operational checklists
Partner with Sales Solutions Architects and Product teams to support customer success and resolve complex operational blockers
Act as the Voice of the Customer at the leadership level using data and narratives to influence decision-making
- Bachelors degree in a relevant field or equivalent work experience
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences including senior leadership
- Experience managing executive customer relationships and key business stakeholders
- 4 years of experience in operations technical support service delivery network operations or enterprise customer support roles.
- Experience owning end-to-end customer issues including on-boarding steady-state operations and incident resolution.
- Experience using case management ticketing and incident management tools.
- Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
- Experience in a 24x7 operational services or support environment
- Experience analyzing data quantitatively and using customer research data and metrics to back up assumptions identifying opportunities and assessing the efficacy of marketing programs
- Experience supporting enterprise connectivity telecom satellite network services.
- Experience supporting pilots phased launches or large-scale customer deployments.
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 - 80200.00 - 125100.00 USD annually
Required Experience:
Senior IC
Key Skills
- SAP BusinessObjects
- Enterprise Architecture
- Hybris
- SAP HANA
- SAP
- TOGAF
- Solution Architecture
- Cloud Architecture
- SAP BW 4HANA
- Salesforce
- SAP S/4HANA
- SAP ERP
About Company
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