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, and 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, and high-quality government customer interactions
Lead, mentor, and develop a team of technical support engineers for government customer missions
Foster a culture of customer obsession, technical excellence, and 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, and troubleshooting guides
Establish best practices for technical investigation and problem resolution
Work closely with Amazon Leo Government Product, Engineering, and 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, and 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.
