Support Engineer - German, Amazon Leo Satellite Customer Support

About Amazon Leo

Amazon Leo aims to enhance global broadband accessibility via a constellation of over 3,000 low Earth orbit satellites. The project focuses on bridging the digital gap by delivering fast, cost-effective internet services to underserved areas, benefiting consumer, business, government, and other organizational users in regions lacking dependable connectivity.

Role Summary

We are looking for a Support Engineer to join our Satellite Communications (SATCOM) Technical Support team. The role involves expert troubleshooting and resolving intricate satellite network challenges through systematic problem analysis and technical remediation. The engineer will manage escalated technical cases involving service interruptions and analyze network performance metrics such as latency, jitter, and packet loss along with system configurations to restore service quality.

This position requires excellent diagnostic acumen, the capability to advance technical cases to completion, and collaboration with cross-functional teams to address complex network problems. Responsibilities include developing and documenting technical solutions, enhancing the knowledge base, and offering specialized technical support to customers and internal groups. While monitoring tools assist your work, the emphasis is on resolving complex issues and ensuring customer satisfaction.

The position is primarily remote but requires flexibility for rotating shifts including weekends and holidays, and may be based in Cork or Dublin.

Additional Important Information

This role requires compliance with export control regulations (EAR, ITAR). Employment depends on securing necessary export licenses or approvals based on national and citizenship criteria.

Key Responsibilities

• Provide advanced technical support for satellite network service issues.
• Analyze network performance data and system configurations to diagnose and resolve service degradations.
• Work collaboratively with cross-functional teams during complex issue resolution.
• Document and share technical case information within the knowledge base.
• Support operations through rotating shifts including weekends and holidays.

Required Qualifications and Skills

• Fluency in German and English, both written and spoken.
• Strong understanding of network protocols including DNS, DHCP, TCP, BGP, SD-WAN, MPLS, and OSPF.
• Proficiency with network troubleshooting tools such as telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture utilities.
• Excellent analytical skills, keen attention to detail, and effective communication abilities.
• Experience with RF fundamentals including carrier operations, link budget calculations, and satellite ground equipment is advantageous.
• Background in L3 Network Operations Center roles, particularly emergency response and on-call support.

Preferred Qualifications

• Experience in teleport operations or military satellite communications environments.
• Familiarity with multi-band and multi-feed antenna systems, including auto-acquire and auto-tracking.
• Knowledge of antenna control units (ACUs) and remote system monitoring.
• Understanding of AWS Networking concepts and related services.

Equal Opportunity and Inclusion

Amazon is committed to diversity and provides equal employment opportunities without discrimination based on veteran status, disability, or protected categories. Accessibility accommodations are available during hiring and onboarding processes.