Support Engineer - Japanese, Amazon Leo Enterprise Customer Support

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.

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 Job Specifics:

This role is fully onsite and requires flexibility to work and rotate shifts : weekends, holidays.

Language

The role requires candidates to be fluent in atleast 2 languages : Japanese and English.

Required qualifications

Experience in Network protocols like DNS/DHCP/TCP/BGP/SD-WAN/MPLS/OSPF and experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools) and experience that includes strong analytical skills, attention to detail, and effective communication abilities

Basic qualifications

• 4+ years of network and operating system support experience
• Speak, write, and read fluently in Japanese
• Bachelor's degree in electrical engineering, computer engineering, or equivalent, or 3+ years of professional or military experience
• Knowledge of network design, protocols and troubleshooting
• 2+ years of technical support experience, or experience taking ownership and driving resolution on escalated customer issues
• Experience troubleshooting and documenting findings, or experience in technical support
• Demonstrated hands-on experience with RF fundamentals including carrier operations, link budgets, and satellite ground equipment.
• Strong background in NOC operations with experience in emergency response and on-call support scenarios.

Preferred qualifications

• 3+ years of satellite communications ground systems and operations experience
• Experience in Network protocols like DNS/DHCP/TCP, or experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools) and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Advanced 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.

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