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Description

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

Export Control Requirement:

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key job responsibilities

The Business Customer Experience team seeks an experienced Tier 2 leader to establish and drive our advanced support operations. This is a new role and in this role, selected candidate will develop comprehensive troubleshooting run books and establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability. The ideal candidate will implement KPIs tracking mean-time-to-restore (MTTR), first-contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure. You'll be responsible for monitoring service health through key network metrics, managing technical escalation workflows, and ensuring consistent incident resolution while maintaining optimal end-to-end network performance. Experience with satellite network operations and support systems is essential, as you'll collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements. The role requires expertise in driving operational excellence through quantifiable technical metrics, optimizing team performance, and maintaining high customer satisfaction in a 24x7 technical support environment.

Basic Qualifications

Bachelor's degree in Business, Operations Management, or related field

7+ year's of experience in enterprise support/service operations management

Track record of successfully implementing and scaling support operations

Experience working with global teams across multiple time zones

Strong understanding of service level management and quality metrics

Preferred Qualifications

Demonstrated experience in workforce management and capacity planning

AWS Direct Connect or NETDEV knowledge

Knowledge of common support tools and ticketing systems

Multi-lingual capabilities would be an advantage

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $112,700/year in our lowest geographic market up to $252,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.