Support Engineer

Who you are

• Speak, write, and read fluently in French
• Experience in network and operating system support
• Background in L3 NOC operations with experience in emergency response and on-call support scenarios
• Hands on experience in network design, protocols and troubleshooting tools (TCP/IP, BGP, SD-WAN,MPLS, DNS, DHCP, HTTPS,tcpdump, traceroute, mtr, etc.)
• Experience in teleport operations or military SATCOM environments
• Experience with RF fundamentals including carrier operations, link budgets, and satellite ground equipment will be an added advantage
• Knowledge of multi-band and multi-feed antenna configurations, including auto-acquire and auto-tracking systems. Experience with antenna control units (ACUs) and remote monitoring
• Understanding of AWS Networking concepts and associated services

What the job involves

• Amazon Leo is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit (LEO)
• Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world
• Project Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity
• We are seeking a Support Engineer to join our SATCOM Technical Support team
• The ideal candidate will combine strong troubleshooting expertise with the ability to resolve complex satellite network issues through methodical problem analysis and technical resolution
• In this role, you'll handle escalated cases involving service degradation, analyzing performance data (latency, jitter, packet loss) and system configurations to restore optimal service levels
• Success in this role demands excellent diagnostic skills, the ability to drive technical cases to resolution, and experience working with cross-functional teams to solve challenging network issues
• You'll develop and document technical solutions, contribute to our knowledge base, and provide advanced technical guidance to customers and internal teams
• While monitoring tools aid your work, your primary focus will be on complex problem resolution and ensuring customer satisfaction through effective technical support
• This job may require working in rotating shift schedules and variable days off
• This role is fully onsite and requires flexibility to work and rotate shifts : weekends, holidays