Support Engineering Operations Manager – LEO Enterprise

About the role

Amazon LEO is building a low‑Earth‑orbit satellite network to provide fast, reliable internet to underserved locations. We are looking for a bilingual Support Engineering Operations Manager to lead our escalations and incident management team, ensuring rapid resolution of complex technical issues across the satellite infrastructure.

Key responsibilities

• Lead, coach and grow a high‑performing team handling high‑severity escalations and major incidents.
• Design and maintain escalation support processes, including shift coverage, escalation matrices, response protocols and SLA compliance.
• Drive root‑cause analysis for critical incidents and implement preventive actions.
• Oversee incident communication, stakeholder management and coordination with NOC, Engineering and Product teams.
• Manage team capacity, skill development and on‑call rotation in a 24×7 environment.
• Develop and maintain incident‑management playbooks and standard operating procedures.

Required profile

• Proven leadership experience in technical escalation or incident management.
• Strong technical background in satellite communications or networking (AWS Transit Gateway, VPC, NETDEV).
• Ability to make rapid, high‑impact decisions under pressure.
• Excellent stakeholder management and mentorship skills.

Required skills

• Satellite communications
• AWS Transit Gateway
• AWS VPC
• Network engineering
• Incident management
• Root cause analysis
• Escalation handling

What we offer

• Opportunity to shape a cutting‑edge satellite network.
• Collaborative, fast‑paced environment with global impact.
• Competitive compensation and benefits.