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.