Support Engineer, Amazon Leo Enterprise Customer Support

Amazon Leo is an initiative to increase global broadband access through a

constellation of over 3,000 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

• Lead the resolution of complex customer cases involving routing anomalies, BGP

peering issues, connectivity degradation, and internet reachability failures.

• Provide in-depth technical guidance to customers and internal teams during

high-severity incidents, partnering with development 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 eBGP peering problems, DNS failures, throughput bottlenecks, and

internet path issues.

• Troubleshoot eBGP peering issues with upstream providers, IXPs, and customers,

including prefix advertisement problems, route leaks, and path anomalies.

• Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer

edge networks, identifying misconfigurations and service-impacting faults.

• 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 coaching, knowledge transfer,

and technical escalation support.

• Drive operational readiness and support planning for new network features,

firmware rollouts, SD-WAN deployments, and regional launches.

• Participate in customer communications for major incidents and complex

technical engagements, ensuring clarity, accountability, and technical

excellence.

• 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

As an escalated tier role within Amazon Leo Enterprise Customer Support, you

will own the resolution of the most complex networking cases that require deep

subject matter expertise, from eBGP peering failures with ISP partners to

routing anomalies cascading across customer networks spanning continents. We are

looking for an SME who thrives in high-pressure environments and brings the

technical depth to keep a space-based global network delivering for customers

worldwide.

If you have deep expertise in internet routing, strong command of

troubleshooting tools, and want to solve unprecedented challenges on a network

unlike anything built before, we want to hear from you.

Basic

Qualifications

• - Experience in technical support
• - 5+ years of experience in ISP network operations, network engineering, or
• internet-facing network roles with focus on system troubleshooting and technical
• support.
• - CCNP (Cisco Certified Network Professional) or JNCIP (Juniper Networks
• Certified Internet Professional) in Routing & Switching or Data Center, or
• equivalent experience in ISP networks.
• - Deep ISP operational knowledge: troubleshooting eBGP peering failures,
• transit/peering issues, prefix advertisement problems, AS-path anomalies, route
• leaks, internet exchange connectivity, and core/edge routing faults.
• - Experience troubleshooting SD-WAN platforms (e.g., Cisco Viptela, VMware
• VeloCloud, Fortinet, Versa Networks) and/or SDN controller connectivity issues.
• - Proficiency in network protocols (TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, HTTP/S)
• and internet troubleshooting tools (traceroute, mtr, tcpdump, looking glass, BGP
• route collectors, packet captures, flow analysis).
• - Working knowledge of AWS networking services (VPC, Direct Connect, Transit
• Gateway, Route 53) and the ability to troubleshoot customer connectivity into
• AWS environments.
• - Strong track record of analyzing complex technical issues on the internet,
• managing customer escalations through resolution, and documenting technical
• solutions and SOPs.
• - NOC/operations background with experience in incident management, escalation
• procedures, emergency response, and on-call support scenarios. Preferred

Qualifications

• - CCIE (Cisco Certified Internetwork Expert) or JNCIE (Juniper
• Networks Certified Internet Expert) in Routing & Switching or Data Center.
• - AWS Certified Solutions Architect, Cloud Practitioner, Advanced Networking
• Specialty, or Azure equivalent (AZ-900, AZ-700).
• - Experience with network automation: Python, Ansible, Terraform, NAPALM, or
• Netmiko.
• - Strong network administration experience including DNS management, firewall
• configuration, and ACL/policy design.
• - Experience with MPLS, Segment Routing (SR-MPLS, SRv6), and traffic
• engineering.
• - Familiarity with RPKI, IRR/RADB, and internet routing security best practices.
• - Knowledge of cloud networking (AWS, Azure, GCP) and hybrid/multi-cloud
• connectivity.
• - Experience with network monitoring platforms (PRTG, SolarWinds, Datadog,
• Grafana).
• - Strong understanding of networking protocols and troubleshooting tools
• (TCP/IP, BGP, DNS, DHCP, HTTP/S, tcpdump, traceroute, mtr, etc.).
• 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
• [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.