Lead Support Engineer, Enterprise Customer Support

Amazon Inc

Confirmed live yesterday High trust

Quick summary

Work type
On-site
Location
Arlington, VA
Salary
$121,000–$163,700 / yr
Posted
78 days ago
Freshness
Confirmed live yesterday

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $170k
This role $142k
$112k most similar roles pay here $203k

This role pays less than 86% of similar roles. Most pay $155,450–$184,275 — the shaded band above. At the midpoint, this role pays about $142k versus about $170k for comparable roles.

Based on 240 similar postings.

Employer

About Amazon Inc

Amazon Inc. is the world''s largest e-commerce and cloud computing company, operating the Amazon marketplace, AWS cloud platform, Prime subscription services, Alexa voice AI, and logistics infrastructure. Industry: E-Commerce & Cloud Computing

Amazon Inc currently has 457 open roles on FindRole.

Listed pay typically runs $143,700–$194,400 across 447 roles with salary data.

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View all roles at Amazon Inc

At a glance

TL;DR · Lead Support Engineer, Enterprise Customer Support

Lead Support Engineer, Amazon LEO Enterprise Customer Support joins the SATCOM Technical Support team to resolve complex satellite network issues through methodical problem analysis. This role involves handling escalated cases regarding service degradation by analyzing performance data such as latency, jitter, and packet loss while managing system configurations to restore optimal service levels. The engineer will develop technical solutions, contribute to the knowledge base, and provide advanced guidance to customers and internal teams. Key technical requirements include expertise in BGP, OSPF/ISIS, MPLS, IPv4/IPv6, QoS, and SDWAN/SDN technologies using Cisco Viptela, VMware VeloCloud, or Versa Networks. Proficiency with Cisco IOS/IOS-XE/IOS-XR, Juniper, and Arista platforms is required. Preferred skills include Python for network automation using Ansible or Terraform, along with AWS networking expertise involving VPC, Direct Connect, and Transit Gateway within a satellite communications context.

What you'll do

  • Resolve complex satellite network issues through methodical problem analysis and technical resolution.
  • Handle escalated cases involving service degradation by analyzing latency, jitter, and packet loss data.
  • Analyze system configurations to restore optimal service levels for enterprise customers.
  • Drive technical cases to resolution while providing advanced guidance to internal teams and customers.
  • Develop and document technical solutions to contribute to the company knowledge base.
  • Perform root cause analysis and capacity planning for large-scale ISP network architectures.
  • Provide emergency response and on-call support to ensure continuous operational coverage.

What we're looking for

  • Bachelor's degree in Computer Science, Engineering, a related field, or equivalent experience.
  • Extensive experience in ISP/Service Provider network architecture and operations with large-scale networks.
  • Advanced networking expertise including BGP, OSPF/ISIS, MPLS, IPv4/IPv6, QoS, and network security.
  • Proficiency in SDWAN/SDN design, deployment, and operation using Cisco Viptela, VMware VeloCloud, or Versa Networks.
  • Expert-level knowledge of Cisco IOS/IOS-XE/IOS-XR and familiarity with Juniper and Arista platforms.
  • Strong troubleshooting skills for complex network issues including root cause analysis and capacity planning.
  • Must be a U.S. citizen, national, permanent resident, or lawfully admitted as a refugee or granted asylum.
  • Export Control Requirement: Due to applicable export control laws and regulations, candidates.

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