Kuiper Frontline Support Lead, Kuiper Enterprise Customer Support

Project Kuiper Enterprise Support Leader

Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity. Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Key Job Responsibilities:

• Develop comprehensive troubleshooting run books, processes and establish technical metrics focusing on critical network performance indicators including latency thresholds, packet loss rates, jitter tolerance, and overall network availability.
• Implement KPIs tracking mean-time-to-restore (MTTR), contact resolution rates, service degradation patterns, and network performance trends across our global infrastructure.
• Monitor service health through key network metrics, manage technical escalation workflows, and ensure consistent incident resolution while maintaining optimal end-to-end network performance.
• Experience with satellite network operations or within AWS Support organization is preferred as you'll collaborate with engineering teams to resolve complex technical issues involving network stability, throughput optimization, and service quality improvements.
• The role requires expertise in driving operational excellence through quantifiable technical metrics, optimizing team performance, and maintaining high customer satisfaction in a 24x7 technical support environment.

Basic Qualifications:

• 5+ years of product or program management, product marketing, business development or technology experience.
• Bachelor's degree or equivalent.
• Experience owning/driving roadmap strategy and definition.
• Experience with end to end product delivery.
• Experience with feature delivery and tradeoffs of a product.
• 4+ years of technical support experience, or experience with AWS services or other cloud offerings.

Preferred Qualifications:

• Experience in influencing senior leadership through data driven insights.
• Experience working across functional teams and senior stakeholders.
• Satellite Communication Experience

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/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.