We are seeking an experienced Support Engineering Manager to lead 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.
As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You'll work closely with cross-functional teams including, Engineering, and Product teams to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements.
This position demands strong technical acumen leadership skills, and the ability to make critical decisions impacting customer endpoints.
Success in this role requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS TGW, VPC NETDEV), and maintain composure during critical incidents. You'll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization.
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
• Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours
• Must 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.
BASIC QUALIFICATIONS
- 5+ years of managing with a track record of success experience
- 5+ years of engineering team management in a fast-paced operations environment experience
- Experience managing IT environments on behalf of customers
PREFERRED QUALIFICATIONS
- Bachelor's degree in Engineering, Computer Science, or a related technical field
- Experience driving projects to improve operations and support-related processes
- Experience handling large enterprise technical customer escalations
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, WA, BELLEVUE - 142,800.00 - 193,200.00 USD annually
