Support Engineer, Amazon Leo

Summary

Amazon is a leading technology company focused on delivering fast, reliable internet through its low Earth orbit satellite broadband network, Leo. They are seeking a Support Engineer to provide operational support and continuous improvement of enterprise productivity platforms, ensuring high-quality solutions and user satisfaction in collaboration with development and business teams.

Responsibilities

• Support the operational administration and reliability of enterprise productivity platforms across on-premise, AWS cloud-hosted, and SaaS environments
• Troubleshoot and resolve difficult technical issues across productivity engineering applications
• Coordinate with vendors on platform issues, upgrades, and support cases under guidance of senior engineers or managers
• Contribute to the design and implementation of automation, integrations, and process improvements to enhance platform performance and user experience
• Contribute to established SLA/SLO monitoring processes, tracking performance against defined targets across supported platforms
• Manage platform configurations, plugin/add-on lifecycle tasks, and access controls within defined procedures
• Partner with IT Application Development Engineers and System Development Engineers to support alignment between support activities and development roadmaps
• Engage with functional analysts and technical teams to understand platform requirements and contribute to operational improvements
• Participate in team-level knowledge sharing and assist with the adoption of best practices within the platform teams
• Assist in onboarding and mentoring junior engineers, sharing technical knowledge and contributing to team capability development
• Participate in post-incident reviews and contribute to corrective action plans
• Develop and maintain runbooks, knowledge base articles, and operational documentation
• Participate in on-call rotations and support incident response efforts
• Contribute to capacity planning, change management, and release processes
• Support daily automated reconciliation and access permission audits

Skills

• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
• 2+ years of experience in application support, systems engineering, or technical operations
• Hands-on experience administering enterprise productivity or collaboration platforms (e.g., Atlassian Jira, Confluence, Jira Service Management), including scripting and automation (Python, Groovy, Bash, or similar)
• Experience with requirements management or enterprise software platforms (e.g., Jama Connect, DOORS, Polarion)
• Familiarity with data handling requirements in regulated environments (e.g., export-controlled data)
• Experience with automation and integration tools for enterprise platforms (e.g., ScriptRunner for Atlassian), including scripting in Python, Groovy, or Bash
• Experience supporting controlled data environments (EAR, ITAR, CUI) on cloud platforms (AWS preferred, including GovCloud)
• Familiarity with vendor coordination and contributing to platform upgrade planning
• Experience participating in on-call rotations or incident response workflows
• Exposure to access control audits, reconciliation processes, and operational documentation practices

Qualifications

Must Haves

• Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent
• 2+ years of experience in application support, systems engineering, or technical operations
• Hands-on experience administering enterprise productivity or collaboration platforms (e.g., Atlassian Jira, Confluence, Jira Service Management), including scripting and automation (Python, Groovy, Bash, or similar)
• Experience with requirements management or enterprise software platforms (e.g., Jama Connect, DOORS, Polarion)
• Familiarity with data handling requirements in regulated environments (e.g., export-controlled data)

Nice to Haves

• Experience with automation and integration tools for enterprise platforms (e.g., ScriptRunner for Atlassian), including scripting in Python, Groovy, or Bash
• Experience supporting controlled data environments (EAR, ITAR, CUI) on cloud platforms (AWS preferred, including GovCloud)
• Familiarity with vendor coordination and contributing to platform upgrade planning
• Experience participating in on-call rotations or incident response workflows
• Exposure to access control audits, reconciliation processes, and operational documentation practices

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Paid time off
• Parental leave