The Amazon Leo business operations team is looking for a Sr. Technical Account Manager to join our Global Enterprise Services organization, supporting our rapidly growing North American enterprise customer base. You will serve as the primary technical point of contact for Fortune 500 enterprises, telecommunications providers, and other organizations deploying Amazon Leo satellite connectivity across the United States, Canada, and Mexico.
This is not a sales role; instead, it offers you the opportunity to serve as the technical lead and 'voice of the customer' for organizations ranging from start-ups to Fortune 500 enterprises. You will provide dedicated technical support and guidance to ensure customers maintain high technical standards in their Amazon Leo service delivery, enabling them to successfully deploy, manage, and support satellite connectivity for their business operations. Your technical acumen and customer-facing skills will enable you to effectively represent Amazon Leo within a customer's environment, driving discussions with senior leadership regarding service implementation, integration challenges, support escalations, and technical optimization. You will provide proactive technical guidance to help customers plan and implement solutions using best practices, while keeping their Amazon Leo deployments operationally healthy and resilient.
Key job responsibilities
- Serve as primary technical point of contact for enterprise customers post-launch, ensuring optimal performance and technical success of Amazon Leo service delivery
- Provide proactive technical guidance to customer technical teams, monitoring performance metrics and conducting regular technical reviews to maintain high service delivery standards
- Coordinate engineering support resources and drive technical optimization initiatives across customer deployments
- Manage technical support processes for customer-reported issues, ensuring rapid resolution and maintaining customer confidence in Amazon Leo technical capabilities
- Engage customers and their field teams in technical workshops and focused meetings to communicate technical best practices and post-sales support protocols
- Develop and refine customer-facing technical collateral, integration guides, and troubleshooting documentation
- Work closely with Customer Delivery Managers to align technical operations with business objectives while maintaining Amazon Leo's high standards for system performance
- Identify opportunities to improve customer technical capabilities through training, certification programs, and technical enablement initiatives
- Coordinate with Customer Delivery Engineers (CDEs) for complex customer integrations requiring custom technical solutions
- Enable rapid problem-solving protocols through direct operational integration and coordination with internal engineering teams
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.
About the team
As a member of Global Enterprise Services (GES), you will be joining the Customer Delivery (CD) team, a customer-facing regional group of experts that serves as the technical execution engine behind all B2B direct and indirect customers. You will work specifically with enterprise customers, supporting Fortune 500 companies, telecommunications providers, and other organizations who deploy Amazon Leo services for their business operations.
BASIC QUALIFICATIONS
- 5+ years of design/implementation/operations/consulting with distributed applications experience
- 5+ years of technical engineering experience
- 3+ years of satellite communications ground systems and operations experience
- Experience in networking and troubleshooting
- Experience in management of technical, enterprise customer facing resources or equivalent
- 5+ years of technical support experience
- Understanding of BSS/OSS integration patterns, API connectivity, and system integration architectures for telecommunications service providers
- Ability to organize and manage various technical support activities across multiple customer accounts in a fast-moving environment
PREFERRED QUALIFICATIONS
- Experience in a 24x7 operational services or support environment
- Experience in internal enterprise or external customer-facing environment as a technical lead
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Bachelor's degree in a STEM field
- AWS certification, such as, AWS Solutions Architect, or a similar cloud certification
- Bachelor's degree, or CCNA or equivalent level networking certification
- 3+ years of satellite communications ground systems and operations experience
- Knowledge of AWS Infrastructure
- 2+ years of SCADA systems and KPI's experience
- Experience conducting classroom training for related technology products and services
- Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk
- Experience triaging security alerts, front-line analysis, and escalation
- Experience with quality and metrics processes
- Proven experience working with Fortune 500 enterprises or large telecommunications providers
- Experience with telemetry monitoring, predictive analytics, and proactive network health management
- Proven ability to diagnose complex multi-vendor integration issues across satellite, terrestrial, and cloud networks
- Understanding of enterprise business models including multi-site deployments, corporate IT operations, and mission-critical connectivity requirements
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 - 153,600.00 - 207,800.00 USD annually
