Senior Enterprise Operations Specialist , Amazon Leo Enterprise Customer Support

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.

As a Senior Enterprise Specialist, you engage with enterprise customers to accelerate issue resolution and drive strategic engagements. You provide subject matter expertise, escalation support, and deep-dive analysis while addressing high-impact, account-related issues through scalable, long-term solutions that enable successful internet connectivity journeys. You facilitate cross-functional stakeholder collaboration with Amazon Leo enterprise teams, including Technical Account Managers, Sales, and Solutions Architects. You identify continuous improvement opportunities, program-manage enterprise offerings, and represent the Voice of the Customer to influence global, strategic solutions. As a senior individual contributor, you deliver reliable, high-quality outcomes for a defined portfolio of enterprise Leo customers, with strong emphasis on execution excellence, incident leadership, and customer trust.

Note - 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.

Key job responsibilities
Own day-to-day operational support for a portfolio of enterprise Leo customers across on-boarding, deployment, steady state, and incident resolution
Manage customer interactions across case management systems, email, chat, phone, and live bridge calls
Develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models
Lead high-severity incidents (Sev-1 / Sev-2) impacting assigned customers, coordinating with Global Network Operations, Engineering, Field Ops, Product teams, and Legal/Compliance teams to resolve complex customer issues
Act as the primary escalation point for customer issues within scope, including root cause analysis and customer-ready communications
Provide clear, timely, and data-backed customer updates during outages or service-impacting eventsDrive post-incident reviews (RCAs, COEs) and ensure corrective actions are implemented for owned issues
Maintain and improve runbooks, SOPs, and escalation paths for enterprise LEO use cases
Support enterprise pilots, phased launches, and customer cutovers by executing readiness plans and operational checklists
Partner with Sales, Solutions Architects, and Product teams to support customer success and resolve complex operational blockers
Act as the Voice of the Customer at the leadership level, using data and narratives to influence decision-making

Basic Qualifications

- Experience working nights, weekends, and extra hours as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
- 4+ years of experience in operations, technical support, service delivery or enterprise customer support roles.
- Experience owning end-to-end customer issues, including on-boarding, steady-state operations, and incident resolution.
- Experience using case management, ticketing, and incident management tools.

Preferred Qualifications

- 5+ years of satellite communications ground systems and operations experience
- Experience leading cross-functional teams across engineering, operations, and field execution through launch readiness and go-live phases, or experience with retrofits, launches, or automation deployments

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