SATCOM Customer Support Engineering Manager, Amazon Leo Government

Amazon Leo is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world.

The mission of Amazon Leo for Government (ALG) is to leverage Leo and provide high speed, low latency, and secure satellite broadband services to United States and allied government customers. This position will be working on the Product Management Team within ALG with significant interaction with the Leo Government Business Development team and Government customers.

We are seeking an experienced Technical Support Engineering Manager to lead our global government customer support engineering team. This role will oversee a team of technical support engineers who work with satcom distribution partners to provide expert customer support through phone and email channels while performing deep technical troubleshooting of broadband network and customer devices to perform root cause analysis.

• Key job responsibilities
• Oversee online, phone and email support operations to ensure timely, secure, accurate, and high-quality government customer interactions

Lead, mentor, and develop a team of technical support engineers for government customer missions

Foster a culture of customer obsession, technical excellence, and continuous improvement of Amazon Leo Government service delivery

Establish and maintain service level agreements (SLAs) for response and resolution times

Lead deep technical troubleshooting efforts for complex customer satellite communication issues

Drive root cause analysis (RCA) for recurring problems and systemic issues

Partner with Amazon Leo networking and device engineering teams to identify product defects and drive fixes

Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides

Establish best practices for technical investigation and problem resolution

Work closely with Amazon Leo Government Product, Engineering, and Operations teams to improve quality of broadband service delivery

Provide customer feedback and insights to inform product roadmap decisions

Collaborate with Training teams to develop technical training programs

Use data to drive decision-making and resource planning

Partner with Quality Assurance to identify testing gaps based on customer issues

• A day in the life
• Present recurring business reviews to senior leadership

Track and report on key performance indicators including CSAT, resolution time, and ticket volume

Analyze trends in customer issues to identify opportunities for improvement

Drive continuous improvement in first contact resolution rates and customer satisfaction scores

Implement escalation procedures and ensure critical issues receive appropriate attention

Monitor support queue health and optimize resource allocation

This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.

Basic qualifications

• - Experience managing IT environments on behalf of customers
• - Experience as a manager with a track record of success
• - 3+ years of satellite communications ground systems and operations experience

Preferred qualifications

• - Bachelor's degree in Engineering, Computer Science, or a related technical field
• - Master of Business Administration
• - Experience driving projects to improve operations and support-related processes
• - Experience handling large enterprise technical customer escalations
• - Experience in AWS services
• - Experience in project and program management and delivering key business outcomes

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits .

USA, VA, Arlington - 142,800.00 - 193,200.00 USD annually