Network Operations Center Engineer - Tier 2, Amazon Leo For Government

Amazon Leo for Government (ALG) Tier II Support Engineer

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.

About the team:

The SNOC Ops team functions as the operational hub for supporting government customers, delivering real-time technical and administrative support through live operators and integrated platforms such as ServiceNow and Amazon Connect. The team maintains enterprise situational awareness across network performance, system health, and external factors including space weather and RF interference, ensuring continuous visibility into end-to-end operations. It manages the full ticket lifecycle from intake through resolution, including triage, escalation, and customer communication. In parallel, the team develops and maintains knowledge management resources, standard operating procedures, and training programs to enable scalability and operational consistency.