The role is part of Amazon Leo Enterprise Customer Support, focusing on resolving complex networking issues that impact global connectivity. The team is responsible for maintaining seamless internet access for customers in remote areas using a unique space-based network. Candidates should have deep expertise in internet routing and troubleshooting tools, thriving in high-pressure situations. This position plays a critical role in ensuring high-performance cloud integration at the edge of space.

• 4+ years of experience in ISP network operations, network engineering, or internet-facing network roles with a focus on system troubleshooting and technical support.
• AWS Cloud Practitioner and CCNA/JNCIA certifications.
• Proficiency in network protocols such as TCP/IP, BGP, OSPF, IS-IS, DNS, DHCP, and HTTP/S.
• Working knowledge of AWS networking services including VPC, Direct Connect, Transit Gateway, and Route 53.
• Strong track record of analyzing complex technical issues on the internet and managing customer escalations.
• Experience with network automation tools such as Python, Ansible, Terraform, NAPALM, or Netmiko.
• Experience with MPLS, Segment Routing, and traffic engineering.
• Experience troubleshooting SD-WAN platforms and SDN controller connectivity issues.

• Lead the resolution of complex customer cases involving routing anomalies and BGP peering issues.
• Provide in-depth technical guidance to customers and internal teams during high-severity incidents.
• Perform detailed root cause analysis for customer-impacting events and identify systemic issues.
• Troubleshoot SD-WAN/SDN connectivity issues across ISP backbone and customer edge networks.
• Proactively identify support gaps and contribute to tooling and automation that improve customer experience.
• Develop troubleshooting playbooks, technical guides, and knowledge base articles.
• Mentor junior support engineers by providing case coaching and technical escalation support.
• Work in a rotating shift schedule and be available for on-call duties as needed.

• 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.