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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.
BASIC QUALIFICATIONS
- Experience leading technical support teams
- Experience drafting policies, standard operating procedures, internal guidance, and legally-mandated letters
- Experience with AWS CLI or AWS Console
- 4+ years technical support in a NOC, SOC, or 24/7 operations center environment
- 3+ years of hands-on experience with ITSM platforms (e.g., ServiceNow) including incident management, queue management, and SLA tracking
PREFERRED QUALIFICATIONS
- Experience working in a data center or mission critical facility (example: hospital, military facility, public safety facility, etc.), or experience in operations and on-call support for data center facilities, mission critical plants, or production facilities
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, VA, Arlington - 72,900.00 - 125,100.00 USD annually