Support Engineer, Kuiper Enterprise Technology-Low Earth Orbit Satellites
DESCRIPTION
Project Kuiper is an initiative to increase global broadband access through a constellation of more than 3,000 satellites in low Earth orbit. Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world.
Export Control : This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.
Kuiper Productivity Engineering (KPE) is seeking an exceptional Support Engineer to join our team. This role will be responsible for deep-diving our existing services and quickly taking on an SME position. You will be responsible for maintaining high-quality customer-facing services, ensuring compliance with Service Level Agreements (SLAs), and creating comprehensive documentation for both internal and external use. Experience with Atlassian services, Smartsheets, and Slack preferred.
Key job responsibilities
1. Service Quality Management:
- Monitor and maintain customer-facing services to meet or exceed established SLAs
- Implement proactive measures to prevent service disruptions
- Analyze service performance metrics and propose improvements
1. Documentation:
- Author and maintain Standard Operating Procedures (SOPs) for internal engineering teams
- Create and update runbooks for various operational scenarios
- Develop and manage customer-facing documentation, including wikis and knowledge base articles
1. Technical Support:
- Provide high-level technical support for complex issues
- Collaborate with cross-functional teams to resolve critical incidents
- Conduct root cause analysis and propose long-term solutions
1. Process Improvement:
- Identify areas for improvement in support processes and implement changes
- Contribute to the development of best practices and internal tools
- Mentor junior team members and share knowledge across the organization
A day in the life
In this role, you will balance direct customer support with being a force multiplier for junior engineers. You will work with Leadership and senior engineers to streamline our service offerings, communications and processes.
About the team
KPE builds and operates the core productivity solutions supporting Kuiper’s operations and engagements with business partners. Our services set the example for operational excellence and invisibly scale as the business grows, while maintaining the highest standards of security and regulatory compliance. We innovate on behalf of our customers to automate and simplify their workflows, enabling them to focus on high-value activities.
BASIC QUALIFICATIONS
- 4+ years of software development, or 4+ years of technical support experience
- Experience scripting in modern program languages
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
PREFERRED QUALIFICATIONS
- Knowledge of distributed applications/enterprise applications
- Knowledge of UNIX/Linux operating system
- Experience analyzing and troubleshooting RESTful web API calls
- Experience with Atlassian services: Jira, Confluence, Bitbucket, Bamboo
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $81,400/year in our lowest geographic market up to $182,000/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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.