The Tier II Support Engineer role at Amazon Leo for Government involves leading and supporting Tier 1 Support Technicians within the Secure Network Operations Center. This position focuses on ensuring high-quality service delivery, operational oversight, and effective communication with engineering teams and government stakeholders. The role requires strong technical awareness and leadership skills to manage incidents and coach technicians. The team is dedicated to providing secure and reliable broadband connectivity to U.S. government users globally.

• 4+ years of technical support experience in a NOC, SOC, or 24/7 operations center environment
• 3+ years of hands-on experience with ITSM platforms such as ServiceNow, including incident management and SLA tracking
• 3+ years of experience as a technical escalation point or shift lead for support teams
• Experience with AWS CLI or AWS Console
• Bachelor's degree in IT, computer science, or equivalent experience
• Experience supporting government or mission-critical customers
• Networking fundamentals knowledge including DNS, DHCP, and TCP/IP
• Active TS/SCI security clearance

• Lead a team of Tier 1 Support Technicians on assigned shifts to ensure consistent, high-quality service delivery.
• Oversee authentication, triage, and resolution workflows in accordance with ALG operational playbooks.
• Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times.
• Serve as the first point of technical and procedural escalation for Tier 1 personnel.
• Ensure timely and accurate communication with Tier 2, engineering, and mission stakeholders.
• Audit tickets and communications for quality and completeness, providing real-time feedback to technicians.
• Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts.
• Tailor and refine SNOC tooling to support mission-specific workflows.
• Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures.
• Mentor and develop Tier 1 staff by identifying training gaps and recommending development paths.
• Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.