Lead Support Engineer, Mobility, 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 Basic qualifications: - Experience in technical troubleshooting or similar - 8+ years of experience in satellite communications, in-flight connectivity, maritime connectivity, or equivalent enterprise connectivity systems in field support and/or in-service product support engineering roles. - Industry-specific experience in connectivity systems product support in lieu of formal degree qualification (Bachelor’s degree in Engineering, Computer Science, or related field is a plus) - Experience leading hardware and software investigations: root cause analysis, failure mode identification, and resolution of recurring issues - Experience with MTBF/MTBUR analysis, reliability trending, and using repair data to improve fleet performance - Experience defining monitoring thresholds, data requirements, and fault taxonomies for in-service support tooling - BITE (Built-In Test Equipment) fault interpretation across hardware and software systems - Experience with Linux-based system diagnostics, log analysis, and network troubleshooting (TCP/IP, DNS, DHCP, VLANs, Wi-Fi) - RF troubleshooting experience including VSWR, insertion loss testing, and satellite terminal diagnostics - Experience producing executive-level technical presentations and leading customer business reviews - Experience managing or leading a team of field or support engineers, including workload planning, mentoring, and performance management - Ability to translate technical issues into actionable program decisions for non-technical stakeholders Preferred: - Prior product support engineering or engineering management experience at a connectivity, IFEC, or satellite communications OEM - Comfortable going deep in one area while picking up enough in adjacent systems (network, software, hardware, RF) to connect the dots when problems cross domains - History of documenting and sharing what you’ve learned, whether through tech talks, written best practices, or industry events - Experience managing incident backlogs of 100+ concurrent cases with structured triage and escalation processes - Experience using data analytics to define KPIs, build threshold-based alerting, and support predictive maintenance - Prior on-site field engineering experience embedded at customer operational facilities - Experience with software release coordination, service bulletin management, and configuration/change control - Knowledge of Entry into Service (EIS) processes, certification requirements, and OEM integration workflows - Experience quantifying Cost of Non-Conformance and driving engineering investment decisions based on field data 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, VA, Arlington - 121,000.00 - 163,700.00 USD annually USA, WA, BELLEVUE - 121,000.00 - 163,700.00 USD annually