Support Engineer, Kuiper Enterprise Technology-Low Earth Orbit Satellites
Description For Support Engineer, Kuiper Enterprise Technology-Low Earth Orbit Satellites
Project Kuiper is Amazon's ambitious initiative to revolutionize global broadband access through a constellation of over 3,000 satellites in low Earth orbit. As a Support Engineer in the Kuiper Productivity Engineering (KPE) team, you'll play a crucial role in maintaining and optimizing the core productivity solutions that power Kuiper's operations.
The role combines technical expertise with customer service excellence, requiring you to deep-dive into existing services and quickly become a subject matter expert. You'll be responsible for ensuring high-quality customer-facing services, maintaining compliance with Service Level Agreements (SLAs), and creating comprehensive documentation for both internal and external use.
Working with Atlassian services, Smartsheets, and Slack, you'll balance direct customer support with being a force multiplier for junior engineers. The position involves collaborating with Leadership and senior engineers to streamline service offerings, communications, and processes. KPE sets the standard for operational excellence, ensuring services scale invisibly as the business grows while maintaining the highest standards of security and regulatory compliance.
This is an excellent opportunity for someone with strong technical support or software development background who wants to make a significant impact on a project that aims to bring fast, affordable broadband to unserved and underserved communities worldwide. The role offers competitive compensation ranging from $81,400 to $182,000 depending on location and experience, plus comprehensive benefits including equity opportunities.
Note: This position requires U.S. citizenship due to government-imposed requirements related to the nature of the work. You'll be joining a team that innovates on behalf of customers to automate and simplify workflows, enabling them to focus on high-value activities while maintaining crucial infrastructure for space-based communications.
Responsibilities For Support Engineer, Kuiper Enterprise Technology-Low Earth Orbit Satellites
- 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
- 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
- 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
- Identify areas for improvement in support processes and implement changes
- Mentor junior team members and share knowledge across the organization
Requirements For Support Engineer, Kuiper Enterprise Technology-Low Earth Orbit Satellites
- 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
- Must be a U.S. Citizen due to export control requirements
Benefits For Support Engineer, Kuiper Enterprise Technology-Low Earth Orbit Satellites
- Medical, financial, and other benefits
- Equity compensation
- Sign-on payments possible
- Total compensation package
