Lead Support Engineer, Mobility, Amazon LEO Enterprise Customer Support

Amazon LEO 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. 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.




Key job responsibilities
We are seeking a Lead Support Engineer to join our Enterprise & Mobility Support team. The Lead Support Engineer is the senior technical lead for enterprise and mobility satellite connectivity customers. You define the product support layer behind fleet monitoring tooling and in-service operations. The ideal candidate has significant product support engineering experience in satellite communications has led investigations across hardware software and operations teams managed field engineers and turned technical findings into program decisions that improve reliability.

Define BITE fault taxonomies impact classifications and alerting thresholds for connectivity systems
Build the playbook where one doesnt exist. When a new system failure mode or customer scenario has no documented path define the support approach and escalation logic from scratch
Establish monitoring requirements telemetry data points and fault thresholds. Work with Product and Hardware Engineering to determine tracking and visualization (LRU health connectivity KPIs firmware states telemetry pipelines)
Look beyond individual faults. Review how systems are deployed end-to-end (terminals network software ground infrastructure) and identify where designs will break under scale or stress before they reach service.
Serve as the escalation authority for recurring or fleet-wide issues. Drive root cause analysis and coordinate resolution with Hardware Software Network Operations and Product
Manage a team of Support Engineers across one or multiple customers including workload assignment mentoring and performance development.
Break down complex problems into assignable pieces so multiple engineers can work in parallel. You manage the investigation findings and conclusion end-to-end.
Conduct MTBF analysis reliability trending failure mode identification and hardware/software investigations using repair-shop data service-bulletin history and field failure reports
Author and maintain troubleshooting SOPs work instructions and decision trees that Support Engineers execute daily in the field
Own the technical customer relationship. Lead the technical components of MBRs and QBRs and present on in-service status fleet performance and top issues
Drive product enhancement requirements by identifying gaps in monitoring data and validating that telemetry reflects actual system health
Provide structured feedback to Product Management on field observations reliability trends and improvement opportunities
Identify recurring hardware and software incidents and coordinate with engineering teams to plan and release fixes or modifications
Establish triage processes for incoming incidents: severity classification reproduction steps and handover packages produced within SLA
Support Entry into Service (EIS) retrofit and new customer onboarding from a technical readiness perspective
Quantify Cost of Non-Conformance (CoNC) for in-service incidents to target engineering investment and backlog reduction
Lead alignment across Engineering Product Operations and the customer when priorities conflict. Bring teams to agreement on resolution approaches for contentious issues
Serve as a trusted technical advisor to customers guiding trade-off decisions across cost performance instrumentation depth and operational risk
Own the quality bar for solutions. Fixes should be maintainable scalable and simplify existing approaches rather than add complexity
Contribute to hiring. Participate in interview panels assess candidates against the technical bar and help calibrate promotion readiness for the team


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
In this role you will serve as the conduit between field Support Engineers internal engineering teams (Hardware Engineering Software Engineering Network Operations Product) and enterprise customers. You will define what to monitor and why: fault taxonomies telemetry pipelines alerting thresholds and the data requirements behind proactive support. You will lead investigations into recurring issues improve fleet reliability manage a team of Support Engineers and own the technical customer relationship. You will balance hands-on escalation work with longer-term priorities: shaping how the support model evolves influencing the product roadmap based on what you see in the field and deciding where the team invests time versus accepts risk.

- Experience in technical troubleshooting or similar
- 8 years of experience in satellite communications in-flight connectivity maritime connectivity or equivalent enterprise connectivity systems in field support and/or in-service product support engineering roles.
- Industry-specific experience in connectivity systems product support in lieu of formal degree qualification (Bachelors degree in Engineering Computer Science or related field is a plus)
- Experience leading hardware and software investigations: root cause analysis failure mode identification and resolution of recurring issues
- Experience with MTBF/MTBUR analysis reliability trending and using repair data to improve fleet performance
- Experience defining monitoring thresholds data requirements and fault taxonomies for in-service support tooling
- BITE (Built-In Test Equipment) fault interpretation across hardware and software systems
- Experience with Linux-based system diagnostics log analysis and network troubleshooting (TCP/IP DNS DHCP VLANs Wi-Fi)
- RF troubleshooting experience including VSWR insertion loss testing and satellite terminal diagnostics
- Experience producing executive-level technical presentations and leading customer business reviews
- Experience managing or leading a team of field or support engineers including workload planning mentoring and performance management
- Ability to translate technical issues into actionable program decisions for non-technical stakeholders

- Prior product support engineering or engineering management experience at a connectivity IFEC or satellite communications OEM
- Comfortable going deep in one area while picking up enough in adjacent systems (network software hardware RF) to connect the dots when problems cross domains
- History of documenting and sharing what youve learned whether through tech talks written best practices or industry events
- Experience managing incident backlogs of 100 concurrent cases with structured triage and escalation processes
- Experience using data analytics to define KPIs build threshold-based alerting and support predictive maintenance
- Prior on-site field engineering experience embedded at customer operational facilities
- Experience with software release coordination service bulletin management and configuration/change control
- Knowledge of Entry into Service (EIS) processes certification requirements and OEM integration workflows
- Experience quantifying Cost of Non-Conformance and driving engineering investment decisions based on field data

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 VA Arlington - 121000.00 - 163700.00 USD annually
USA WA BELLEVUE - 121000.00 - 163700.00 USD annually