IT Support Engineer (m/w/d)

IT Support Engineer - SNOC, Amazon Leo for Government

Amazon Leo for Government (ALG) is Amazon's dedicated effort to bring resilient, secure satellite broadband connectivity to U.S. government customers. As part of this mission, the Secure Network Operations Center (SNOC) serves as the backbone for ALG operations support, ensuring continuous and reliable service to high-priority users around the world.

We are seeking a highly motivated IT Support Engineer to join our SNOC team. As a frontline responder, you will directly interface with government users, authenticate access, resolve technical issues, and escalation according to established ALG playbooks and protocols. You will work with cross-functional engineering and support teams while leveraging industry-standard platforms such as ServiceNow and Amazon Connect.

Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times.

Audit tickets and communications for quality and completeness, providing real-time feedback to technicians.

Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts.

ServiceNow, Amazon Connect) to support mission‑specific workflows.

Mentor and develop support staff by identifying training gaps, recommending development paths, and enforcing performance standards.

Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.

4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience.

• 4+ years of technical support experience.
• 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience.
• Bachelor's degree in IT, computer science, or equivalent.

Experience supporting video conference and teleconference equipment.

Experience with AWS Console metrics and reporting.

Applicants should apply via our internal or external career site.

#