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Job Details
Posted date: Jan 22, 2026
Location: Bellevue, WA
Estimated salary: $102,650
Range: $80,200 - $125,100
Description
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.Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
As a Senior Enterprise Network 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.
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
Qualifications
- Bachelor's degree in a relevant field or equivalent work experience- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Experience managing executive customer relationships and key business stakeholders
- 4+ years of experience in operations, technical support, service delivery, network operations, 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.
- Experience working shifts as needed (may have global response ownership requiring open availability during scheduled on-call coverage)
Extended Qualifications
- Experience in a 24x7 operational services or support environment- Experience analyzing data quantitatively and using customer research, data and metrics to back up assumptions, identifying opportunities, and assessing the efficacy of marketing programs
- Experience supporting enterprise connectivity, telecom, satellite network services.
- Experience supporting pilots, phased launches, or large-scale customer deployments.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Bellevue - 80,200.00 - 125,100.00 USD annually
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