Customer Support Engineering Manager, Amazon Leo Government
KGS LLC•3h ago
United StatesOnsite$142.8K–$193.2KFull-timeManager Level3+ yrs exp
Top focus
Engineering ManagerCustomer Support ManagerVp EngineeringCustomer SupportCustomer Success Manager
- Amazon Leo is an initiative to launch a constellation of Low Earth Orbit satellites that will provide low-latency, high-speed broadband connectivity to unserved and underserved communities around the world. The mission of Amazon Leo for Government (ALG) is to leverage Leo and provide high speed, low latency
- secure satellite broadband services to United States and allied government customers. This position will be working on the Product Management Team within ALG with significant interaction with the Leo Government Business Development team and Government customers. We are seeking an experienced Technical Support Engineering Manager to lead our government customer support engineering team. This role will oversee a team of technical support engineers who provide exceptional customer service through phone and email channels while performing deep technical troubleshooting of broadband network and customer devices to perform root cause analysis. Key job responsibilities Oversee online, phone and email support operations to ensure timely, secure, accurate
- high-quality government customer interactions Lead, mentor
- develop a team of technical support engineers for government customer missions Foster a culture of customer obsession, technical excellence
- continuous improvement of Amazon Leo Government service delivery Establish and maintain service level agreements (SLAs) for response and resolution times Lead deep technical troubleshooting efforts for complex customer satellite communication issues Drive root cause analysis (RCA) for recurring problems and systemic issues Partner with Amazon Leo networking and device engineering teams to identify product defects and drive fixes Develop and maintain technical documentation, knowledge base articles
- troubleshooting guides Establish best practices for technical investigation and problem resolution Work closely with Amazon Leo Government Product, Engineering
- Operations teams to improve quality of broadband service delivery Provide customer feedback and insights to inform product roadmap decisions Collaborate with Training teams to develop technical training programs Use data to drive decision-making and resource planning Partner with Quality Assurance to identify testing gaps based on customer issues A day in the life Present recurring business reviews to senior leadership Track and report on key performance indicators including CSAT, resolution time
- ticket volume Analyze trends in customer issues to identify opportunities for improvement Drive continuous improvement in first contact resolution rates and customer satisfaction scores Implement escalation procedures and ensure critical issues receive appropriate attention Monitor support queue health and optimize resource allocation This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.
- Experience managing IT environments on behalf of customers - Experience as a manager with a track record of success - 3+ years of satellite communications ground systems and operations experience
- Bachelor's degree in Engineering, Computer Science
- a related technical field - Master of Business Administration - Experience driving projects to improve operations and support-related processes - Experience handling large enterprise technical customer escalations - Experience in AWS services - Experience in project and program management and delivering key business outcomes Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability
- other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. 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
- 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
- parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, VA, Arlington - 142,800.00 - 193,200.00 USD annually
Required skills
satellite communicationsAWSproject managementprogram management