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Description

Kuiper Government Solutions (KGS) is Amazon's dedicated effort to bring resilient, secure satellite broadband connectivity to U.S. government customers. As part of this mission, the Secure Network Operations Center (SNOC) serves as the backbone for support operations, ensuring continuous and reliable service to high-priority users around the world.

We are seeking a highly motivated Support Engineer to join our SNOC team. As a frontline responder, you will directly interface with government users, authenticate access, resolve technical issues, and escalate unresolved incidents according to established KGS playbooks and protocols.

This role is critical to ensuring seamless customer experience and mission assurance across classified and unclassified communications environments. You will work with cross-functional engineering and support teams while leveraging industry-standard platforms such as ServiceNow and Amazon Connect.

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Key job responsibilities

• Authenticate users and confirm credentials in accordance with KGS access control policies.

• Triage incoming support cases, collect necessary context, and determine appropriate resolution paths.

• Manage inbound service desk communications across chat, phone, and ticketing channels.

• Create and maintain a complete record of all customer interactions in the SNOC system of record.

• Tailor and refine the ServiceNow interface to support mission-specific workflows and templates.

• Monitor service queues and broadband telemetry to proactively identify degradation or outages.

• Escalate service interruptions or complex technical issues to engineering teams as needed.

• Deliver technical support for fielded systems, including end-user devices, network endpoints, and Kuiper terminals.

• Coordinate on-site support logistics in collaboration with remote field service personnel.

• Track and manage incidents, requests, and problem records using ITIL-aligned practices.

• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts.

Security Clearance: This position requires that the candidate selected be a US Citizen and candidates must be able to obtain and maintain a US Government security clearance of TS/SCI.

Basic Qualifications

- 2+ years of troubleshooting in a multi-user high availability environment experience

- 2+ years of PC repair, troubleshooting, deployment and liquidation experience

- 1+ years of IT client, server, and network service delivery experience

- 2+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience

- 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience

- 2+ years of supporting and maintaining a corporate network environment experience

- High school or equivalent diploma

Preferred Qualifications

- 2+ years of computer networking experience

- Experience supporting video conference and teleconference equipment

- Experience with AWS Console metrics and reporting

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 $46,900/year in our lowest geographic market up to $103,000/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.