The Job

Senior Enterprise Operations Specialist , Amazon Leo Enterprise Customer Support

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Systemteknik

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I korthet

Serve as a Senior Enterprise Operations Specialist for Amazon Leo, focusing on enterprise customer support and issue resolution for Amazon's low Earth orbit satellite network. You will provide subject matter expertise, manage escalations, and drive strategic engagements to ensure successful internet connectivity for a portfolio of enterprise clients.

Ansvarsområden

  • Own day-to-day operational support for enterprise Leo customers (on-boarding, deployment, steady state, incident resolution).
  • Manage customer interactions via case management systems, email, chat, phone, and bridge calls.
  • Develop deep functional expertise in Amazon Leo products, features, and enterprise connectivity models.
  • Lead high-severity incidents (Sev-1 / Sev-2), coordinating with various teams for resolution.
  • Act as the primary escalation point, conducting root cause analysis and providing customer-ready communications.
  • Drive post-incident reviews (RCAs, COEs) and ensure implementation of corrective actions.
  • Maintain and improve runbooks, SOPs, and escalation paths for enterprise LEO use cases.
  • Support enterprise pilots, launches, and cutovers by executing readiness plans.
  • Partner with Sales, Solutions Architects, and Product teams to support customer success.
  • Represent the Voice of the Customer to influence leadership decision-making.

Krav

  • Experience working nights, weekends, and extra hours as needed, with potential global response ownership.
  • 4+ years of experience in operations, technical support, service delivery, or enterprise customer support roles.
  • Proven experience owning end-to-end customer issues, including on-boarding, operations, and incident resolution.
  • Experience using case management, ticketing, and incident management tools.

Önskade kvalifikationer

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

Förmåner

  • Inclusive culture that empowers employees.
  • Support for workplace accommodations for individuals with disabilities.
#Amazon Leo#Enterprise Customer Support#Operations#IT#Support Engineering
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Företag

Amazon

Publicerade jobb

för 2 dagar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Hyderabad, India

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