IT Support Engineer

IT Support Engineer - SNOC, Amazon Leo for Government Amazon Leo for Government (ALG) 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 ALG operations support, ensuring continuous and reliable service to high-priority users around the world. We are seeking a highly motivated IT 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 ALG 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. 10037 Key job responsibilities - 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 support personnel. - Ensure timely and accurate communication with 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 support 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 U.S. Citizen and must currently possess and maintain an active TS/SCI security clearance. Basic Qualifications - 4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience - 4+ years of technical support experience - 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience - Bachelor's degree in IT, computer science or equivalent Preferred Qualifications - Experience supporting video conference and teleconference equipment - Experience with AWS Console metrics and reporting - Experience with ITOM ticket management tools - Experience in customer-facing support environments 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay for this position ranges from $54,700/year in our lowest geographic market up to $122,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‐on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site. #J-18808-Ljbffr