SNOC Operator II

Amazon Inc

Quick summary

Work type: On-site
Location: Arlington, VA
Salary: $72,900–$125,100 / yr
Posted: 3 days ago
Nearby: 99+ roles within 25 mi

Market check

Salary context

Below market

How this pay compares to similar roles

Similar $167k

This role $99k

$58k most similar roles pay here $209k

This role pays less than 99% of similar roles. Most pay $152,000–$181,606 — the shaded band above. At the midpoint, this role pays about $99k versus about $167k 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 380 open roles on FindRole.

Listed pay typically runs $143,700–$194,400 across 357 roles with salary data.

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At a glance

TL;DR · SNOC Operator II

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This position is for a Tier II Support Engineer at Amazon Leo for Government (ALG), a critical initiative providing secure broadband connectivity to U.S. government users globally. The role involves leading and supporting a team of Tier 1 Support Technicians, ensuring real-time operational oversight through system monitoring and adherence to ALG playbooks. Key responsibilities include managing ticket flow in ServiceNow, coordinating with Tier 2 engineering teams, and mentoring staff while refining SNOC tooling for mission-specific workflows. Strong technical skills in ITSM platforms like ServiceNow and AWS are essential, along with leadership maturity and a commitment to operational excellence in a secure environment.

Skills

AWS ServiceNow Amazon Connect ITSM platforms Incident management Queue management SLA tracking CI/CD Kubernetes Terraform Python PostgreSQL Docker Prometheus Grafana

What you'll do

Lead and support Tier 1 Support Technicians on assigned shifts.
Oversee authentication, triage, and resolution workflows according to ALG playbooks.
Monitor ServiceNow queues and broadband performance dashboards for workload management.
Serve as the primary escalation point for technical issues from Tier 1 personnel.
Audit tickets and communications for quality and completeness, providing real-time feedback.
Coordinate shift turnover briefings to ensure continuity of operations across shifts.
Mentor and develop Tier 1 staff by identifying training gaps and enforcing performance standards.

What we're looking for

Experience leading technical support teams in NOC, SOC, or 24/7 operations centers.
At least 4 years of technical support experience and 3 years with ITSM platforms like ServiceNow.
Strong hands-on experience with AWS CLI or Console for managing cloud infrastructure.
Proven ability to draft policies, standard operating procedures, and legally-mandated documentation.
Active TS/SCI security clearance as a US citizen.

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