Bi-Lingual Support Engineering Operations Manager , LEO Enterprise Customer Support

Description du poste:

Amazon LEO is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity.

We are seeking an experienced Support Engineering Manager to lead escalations and incident management team. This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents. The ideal candidate will build and lead a high-performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction.

As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You'll work closely with cross-functional teams including, Engineering, and Product teams to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements.
This position demands strong technical acumen leadership skills, and the ability to make critical decisions impacting customer endpoints.
Success in this role requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS TGW, VPC NETDEV), and maintain composure during critical incidents. You'll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization.

Key job responsibilities
* Lead and develop a team handling high-severity technical escalations and major incidents
* Establish and maintain continuous escalation support with balanced workload distribution across all shifts, including escalation matrices, incident response protocols, and resolution SLAs.
* Drive root cause analysis for critical incidents and implement preventive measures
* Oversee incident communication processes and stakeholder management
* Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues
* Manage incident response team capacity and skill development
* Ensure timely resolution of escalated issues and high customer satisfaction
* Develop and maintain incident management playbooks and procedures
* Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours
* Must coordinate coverage across multiple time zones and be available for major incident management during off-hours, ensuring continuous support and balanced workload distribution across all shifts
This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations

Profil requis du candidat:

- Experience managing IT environments on behalf of customers
- Experience in managing IT environments on behalf of customers
- Professional fluency in English and at least one of the following: French, German, or Spanish
- Experience with operational metrics (SLA adherence, CSAT, MTTR) to drive support team performance
- Bachelor's degree in Engineering, Computer Science, or a related technical field
- Experience driving projects to improve operations and support-related processes
- Experience handling large enterprise technical customer escalations

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