Key job responsibilities

We are seeking a Lead Support Engineer to join our Enterprise & Mobility Support team. The Lead Support Engineer is the senior technical lead for enterprise and mobility satellite connectivity customers. You define the product support layer behind fleet monitoring, tooling, and in-service operations. The ideal candidate has significant product support engineering experience in satellite communications, has led investigations across hardware, software, and operations teams, managed field engineers, and turned technical findings into program decisions that improve reliability.
• Define BITE fault taxonomies, impact classifications, and alerting thresholds for connectivity systems
• Build the playbook where one doesn't exist. When a new system, failure mode, or customer scenario has no documented path, define the support approach and escalation logic from scratch
• Establish monitoring requirements, telemetry data points, and fault thresholds. Work with Product and Hardware Engineering to determine tracking and visualization (LRU health, connectivity KPIs, firmware states, telemetry pipelines)
• Look beyond individual faults. Review how systems are deployed end-to-end (terminals, network, software, ground infrastructure) and identify where designs will break under scale or stress before they reach service.
• Serve as the escalation authority for recurring or fleet-wide issues. Drive root cause analysis and coordinate resolution with Hardware, Software, Network Operations, and Product
• Manage a team of Support Engineers across one or multiple customers, including workload assignment, mentoring, and performance development.
• Break down complex problems into assignable pieces so multiple engineers can work in parallel. You manage the investigation, findings and conclusion, end-to-end.
• Conduct MTBF analysis, reliability trending, failure mode identification, and hardware/software investigations using repair-shop data, service-bulletin history, and field failure reports
• Author and maintain troubleshooting SOPs, work instructions, and decision trees that Support Engineers execute daily in the field
• Own the technical customer relationship. Lead the technical components of MBRs and QBRs, and present on in-service status, fleet performance, and top issues
• Drive product enhancement requirements by identifying gaps in monitoring data and validating that telemetry reflects actual system health
• Provide structured feedback to Product Management on field observations, reliability trends, and improvement opportunities
• Identify recurring hardware and software incidents and coordinate with engineering teams to plan and release fixes or modifications
• Establish triage processes for incoming incidents: severity classification, reproduction steps, and handover packages produced within SLA
• Support Entry into Service (EIS), retrofit, and new customer onboarding from a technical readiness perspective
• Quantify Cost of Non-Conformance (CoNC) for in-service incidents to target engineering investment and backlog reduction
• Lead alignment across Engineering, Product, Operations, and the customer when priorities conflict. Bring teams to agreement on resolution approaches for contentious issues
• Serve as a trusted technical advisor to customers, guiding trade-off decisions across cost, performance, instrumentation depth, and operational risk
• Own the quality bar for solutions. Fixes should be maintainable, scalable, and simplify existing approaches rather than add complexity
• Contribute to hiring. Participate in interview panels, assess candidates against the technical bar, and help calibrate promotion readiness for the team

Work in a rotating shift schedule, including weekdays, and weekends, with the requirement to be available for on-call duties as needed to ensure continuous operational coverage.

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.

A day in the life

In this role, you will serve as the conduit between field Support Engineers, internal engineering teams (Hardware Engineering, Software Engineering, Network Operations, Product), and enterprise customers. You will define what to monitor and why: fault taxonomies, telemetry pipelines, alerting thresholds, and the data requirements behind proactive support. You will lead investigations into recurring issues, improve fleet reliability, manage a team of Support Engineers, and own the technical customer relationship. You will balance hands-on escalation work with longer-term priorities: shaping how the support model evolves, influencing the product roadmap based on what you see in the field, and deciding where the team invests time versus accepts risk.

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 QUALIFICATIONS

- 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

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