IT Support Engineer I - SNOC, Kuiper Government Solutions (KGS)

Support Engineer

Kuiper Government Solutions (KGS) 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 support operations, ensuring continuous and reliable service to high-priority users around the world. We are seeking a highly motivated Support Engineer to join our SNOC team. As a frontline responder, you will directly interface with government users, authenticate access, resolve technical issues, and escalate unresolved incidents according to established KGS playbooks and protocols. This role is critical to ensuring seamless customer experience and mission assurance across classified and unclassified communications environments. You will work with cross-functional engineering and support teams while leveraging industry-standard platforms such as ServiceNow and Amazon Connect.

Key job responsibilities:

• Authenticate users and confirm credentials in accordance with KGS access control policies.
• Triage incoming support cases, collect necessary context, and determine appropriate resolution paths.
• Manage inbound service desk communications across chat, phone, and ticketing channels.
• Create and maintain a complete record of all customer interactions in the SNOC system of record.
• Tailor and refine the ServiceNow interface to support mission-specific workflows and templates.
• Monitor service queues and broadband telemetry to proactively identify degradation or outages.
• Escalate service interruptions or complex technical issues to engineering teams as needed.
• Deliver technical support for fielded systems, including end-user devices, network endpoints, and Kuiper terminals.
• Coordinate on-site support logistics in collaboration with remote field service personnel.
• Track and manage incidents, requests, and problem records using ITIL-aligned practices.
• Maintain awareness of customer satisfaction metrics and participate in continuous service improvement efforts.

Security Clearance: This position requires that the candidate selected be a US Citizen and candidates must be able to obtain and maintain a US Government security clearance of TS/SCI.