Key job responsibilities
• Lead the resolution of complex customer cases involving routing anomalies, BGP peering issues, connectivity degradation, and internet reachability failures.
• Provide in-depth technical guidance to customers and internal teams during high-severity incidents, partnering with development and operations teams to drive rapid resolution.
• Perform detailed root cause analysis (RCA) for customer-impacting events, identifying systemic issues and collaborating on long-term fixes.
• Act as a subject matter expert (SME) for escalated networking issues, including eBGP peering problems, DNS failures, throughput bottlenecks, and internet path issues.
• Troubleshoot eBGP peering issues with upstream providers, IXPs, and customers, including prefix advertisement problems, route leaks, and path anomalies.
• Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer edge networks, identifying misconfigurations and service-impacting faults.
• Proactively identify support gaps and contribute to tooling, diagnostics, and automation that reduce time to resolution and improve customer experience.
• Develop troubleshooting playbooks, technical guides, and knowledge base articles to enhance case deflection and onboarding of new support engineers.
• Mentor junior support engineers, providing case coaching, knowledge transfer, and technical escalation support.
• Drive operational readiness and support planning for new network features, firmware rollouts, SD-WAN deployments, and regional launches.
• Participate in customer communications for major incidents and complex technical engagements, ensuring clarity, accountability, and technical excellence.
• 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
As an escalated tier role within Amazon Leo Enterprise Customer Support, you will own the resolution of the most complex networking cases that require deep subject matter expertise, from eBGP peering failures with ISP partners to routing anomalies cascading across customer networks spanning continents. We are looking for an SME who thrives in high-pressure environments and brings the technical depth to keep a space-based global network delivering for customers worldwide.
If you have deep expertise in internet routing, strong command of troubleshooting tools, and want to solve unprecedented challenges on a network unlike anything built before, we want to hear from you.
BASIC QUALIFICATIONS
- Experience in technical support
- 5+ years of experience in ISP network operations, network engineering, or internet-facing network roles with focus on system troubleshooting and technical support.
- CCNP (Cisco Certified Network Professional) or JNCIP (Juniper Networks Certified Internet Professional) in Routing & Switching or Data Center, or equivalent experience in ISP networks.
- Deep ISP operational knowledge: troubleshooting eBGP peering failures, transit/peering issues, prefix advertisement problems, AS-path anomalies, route leaks, internet exchange connectivity, and core/edge routing faults.
- Experience troubleshooting SD-WAN platforms (e.g., Cisco Viptela, VMware VeloCloud, Fortinet, Versa Networks) and/or SDN controller connectivity issues.
- Proficiency in network protocols (TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, HTTP/S) and internet troubleshooting tools (traceroute, mtr, tcpdump, looking glass, BGP route collectors, packet captures, flow analysis).
- Working knowledge of AWS networking services (VPC, Direct Connect, Transit Gateway, Route 53) and the ability to troubleshoot customer connectivity into AWS environments.
- Strong track record of analyzing complex technical issues on the internet, managing customer escalations through resolution, and documenting technical solutions and SOPs.
- NOC/operations background with experience in incident management, escalation procedures, emergency response, and on-call support scenarios.
PREFERRED QUALIFICATIONS
- CCIE (Cisco Certified Internetwork Expert) or JNCIE (Juniper Networks Certified Internet Expert) in Routing & Switching or Data Center.
- AWS Certified Solutions Architect, Cloud Practitioner, Advanced Networking Specialty, or Azure equivalent (AZ-900, AZ-700).
- Experience with network automation: Python, Ansible, Terraform, NAPALM, or Netmiko.
- Strong network administration experience including DNS management, firewall configuration, and ACL/policy design.
- Experience with MPLS, Segment Routing (SR-MPLS, SRv6), and traffic engineering.
- Familiarity with RPKI, IRR/RADB, and internet routing security best practices.
- Knowledge of cloud networking (AWS, Azure, GCP) and hybrid/multi-cloud connectivity.
- Experience with network monitoring platforms (PRTG, SolarWinds, Datadog, Grafana).
- Strong understanding of networking protocols and troubleshooting tools (TCP/IP, BGP, DNS, DHCP, HTTP/S, tcpdump, traceroute, mtr, etc.).
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 - 95,600.00 - 160,000.00 USD annually
