Support Engineer, Amazon Leo

Summary

Amazon is seeking a Support Engineer to join the Amazon Leo Productivity Services team, which focuses on delivering fast, reliable internet through a low Earth orbit satellite broadband network. The role involves providing operational support and continuous improvement of enterprise productivity platforms, ensuring platform reliability and user satisfaction while collaborating 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)
• This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed
• 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)
• This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed

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

• Sign-on payments
• Restricted stock units (RSUs)
• 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