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Canundra

ServiceNow Engineering Lead

Chantilly, VA · On-site

$55.75 - $76.75/hr

  • Medical

  • Dental

  • Vision

  • PTO

A ServiceNow Engineering Lead will have significant experience with ServiceNow and Amazon Web ... The program uses ServiceNow to provide agency-wide IT Service Management (ITSM) at a federal agency.

ServiceNow

Principal Product Manager, Voice AI

Santa Clara, CA · On-site +1

$221K - $387K/yr

  • Medical

  • Retirement

Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform ... SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms. * Experience ...

ServiceNow

Principal Product Manager, Voice AI

Santa Clara, CA · On-site +1

$221K - $387K/yr

  • Medical

  • Retirement

Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform ... SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms. * Experience ...

ServiceNow

Principal Product Manager, Voice AI

Santa Clara, CA · On-site +1

$221K - $387K/yr

  • Medical

  • Retirement

Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform ... SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar CCaaS platforms. * Experience ...

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Infographic showing various Manager Amazon Servicenow job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 86% Full Time, 12% Part Time, and 1% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution.

SNOC Operator II, Amazon Leo for Government

Amazon

Arlington, VA • On-site

Full-time

Re-posted 28 days ago

Amazon rating

7.4

Company rating: 7.4 out of 10

Based on 7,089 frontline employees who took The Breakroom Quiz

6th of 39 rated national retailers

Job description

Amazon Leo for Government (ALG) is Amazon's initiative to deliver secure, reliable broadband connectivity to U.S. government users across the globe. Our Secure Network Operations Center (SNOC) is mission-critical to ensuring performance and availability across multiple classifications and government stakeholders.
We are seeking a proactive Tier II Support Engineer to lead and support our Tier 1 Support Technicians within the SNOC

This role is responsible for real-time operational oversight of customer interactions, ticket flow, and system monitoring. The Team Leader ensures Tier 1 technicians follow ALG playbooks, escalate appropriately, and provide the highest standard of customer service and technical triage.
As a frontline leader, you will coach technicians, own shift-level execution, manage incidents, and interface with Tier 2 engineering teams and government customer representatives. This position requires strong technical awareness, leadership maturity, and a commitment to operational excellence in a secure environment.
Key job responsibilities
Lead a team of Tier 1 Support Technicians on assigned shifts to ensure consistent, high-quality service delivery.
Oversee authentication, triage, and resolution workflows in accordance with ALG operational playbooks.
Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times.
Serve as the first point of technical and procedural escalation for Tier 1 personnel.
Ensure timely and accurate communication with Tier 2, engineering, and mission stakeholders.
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.
Tailor and refine SNOC tooling (e.g., ServiceNow, Amazon Connect) to support mission-specific workflows.
Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures.
Mentor and develop Tier 1 staff by identifying training gaps, recommending development paths, and enforcing performance standards.
Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.
Security Clearance: This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance.
A day in the life
As a Tier II Support Engineer, you will lead by example during high-urgency situations and calm periods alike

You will begin each shift or on-call rotation by reviewing critical issues, current incidents, and technician assignments. Throughout your shift, you will monitor ticket flow, coach agents, and serve as the primary point of contact for Tier 2 or customer escalations. Your role will blend tactical oversight with real-time decision-making and coaching, driving forward ALG's commitment to secure, customer-focused satellite support.

What Amazon employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About Amazon

Sourced by ZipRecruiter

Amazon.com, Inc., commonly known as Amazon, is an American multinational technology company. It was founded by Jeff Bezos in 1994 and initially started as an online marketplace for books. Since then, Amazon has expanded its operations and become one of the largest e-commerce companies in the world. Amazon's primary business is its online retail platform, where customers can purchase a vast array of products, including electronics, clothing, books, home goods, and much more. The company offers a convenient and user-friendly shopping experience, with features such as fast shipping, customer reviews, and personalized recommendations. In addition to its e-commerce platform, Amazon has diversified its business into various other areas. One of its notable ventures is Amazon Web Services (AWS), a comprehensive cloud computing platform that provides services such as storage, compute power, and database management to individuals and businesses. AWS has become a leader in the cloud computing industry, powering many websites and applications worldwide. Amazon has also developed its own consumer electronics, including the popular Amazon Kindle e-reader, Fire tablets, Fire TV streaming devices, and the Alexa-powered Echo smart speakers. The Alexa voice assistant, integrated into these devices, allows users to interact with their devices using voice commands, perform tasks, and access information. Furthermore, Amazon has expanded into media and entertainment. It operates Prime Video, a streaming service that offers a wide range of movies, TV shows, and original content. Amazon Music provides a platform for streaming and purchasing digital music, while Audible offers audiobooks and other audio content. The company's commitment to customer satisfaction and convenience is demonstrated by its membership program, Amazon Prime. Prime members receive various benefits, including free two-day shipping, access to streaming services, exclusive deals, and more.

Industry

It services, book publishers, retail, real estate and computer and electronic product manufacturing

Company size

10,000+ Employees

Headquarters location

Seattle, WA, US

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