Job Description

Amazon LEO is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity. We are seeking an experienced Support Engineering Manager to lead the escalations and incident management team. This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents. The ideal candidate will build and lead a high‑performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction. Key Job Responsibilities Lead and develop a team handling high‑severity technical escalations and major incidents. Establish and maintain escalation matrices, incident response protocols, and resolution SLAs. Drive root cause analysis for critical incidents and implement preventive measures. Oversee incident communication processes and stakeholder management. Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues. Manage incident response team capacity and skill development. Ensure timely resolution of escalated issues and high customer satisfaction. Develop and maintain incident management playbooks and procedures. Work flexibility: participate in a 24x7 operational environment, rotating shifts, and on‑call rotation for critical escalations outside regular business hours. Coordinate coverage across multiple time zones and be available for major incident management during off‑hours, ensuring continuous support and balanced workload distribution across all shifts. Export Control Requirement Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Qualifications 5+ years of managing with a track record of success. 7+ years of engineering team management in a fast‑paced operations environment. Bachelor’s degree in Engineering, Computer Science, or a related technical field. Master of Business Administration (preferred). Experience driving projects to improve operations and support‑related processes. Experience handling large enterprise technical customer escalations. Experience in AWS services. Experience in project and program management and delivering key business outcomes. Experience managing IT environments on behalf of customers. 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Compensation The base pay for this position ranges from $128,600/year in our lowest geographic market up to $222,200/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site. #J-18808-Ljbffr Amazon Jobs

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