Support Engineer, Amazon Leo Enterprise Customer Support

What you'll do

• Resolve complex networking cases involving BGP peering failures, routing anomalies, and internet reachability issues.
• Provide technical guidance to customers and internal teams during high-severity incidents.
• Perform detailed root cause analysis for customer-impacting events to identify systemic issues.
• Troubleshoot SD-WAN and SDN connectivity issues across ISP backbone and customer edge networks.
• Develop troubleshooting playbooks, technical guides, and knowledge base articles for case deflection.
• Mentor junior support engineers through case coaching and technical escalation support.
• Contribute to the development of tools, diagnostics, and automation to reduce resolution time.

What we're looking for

• Experience in technical support.
• 4+ years of experience in ISP network operations, network engineering, or internet-facing network roles with a focus on system troubleshooting.
• AWS Cloud Practitioner and CCNA/JNCIA certifications.
• Proficiency in network protocols (TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, HTTP/S) and internet troubleshooting tools.
• Working knowledge of AWS networking services (VPC, Direct Connect, Transit Gateway, Route 53) and ability to troubleshoot customer connectivity into AWS.
• Track record of analyzing complex technical issues, managing customer escalations, and documenting technical solutions and SOPs.
• NOC/operations background with experience in incident management, escalation procedures, emergency response, and on-call support.
• AWS Certified Solutions Architect, Advanced Networking Specialty, or Azure equivalent (preferred); CCNP or JNCIP (preferred).