Bi-Lingual Support Engineering Operations Manager - LEO Enterprise Customer Support

About Amazon LEO

Amazon LEO is a satellite network operating in low Earth orbit aimed to provide fast and reliable internet services to users in remote or underserved regions including homes, schools, hospitals, businesses, and government entities beyond existing network coverage.

Role Overview

We are looking for an experienced Support Engineering Manager to oversee the escalations and incident management team. This leadership role combines technical expertise and operational management to ensure effective handling of complex customer issues and major incidents related to our satellite infrastructure. The manager will develop a high-performing team focused on resolving critical technical challenges while maintaining excellent customer satisfaction.

Key Responsibilities

• Lead and cultivate a team to manage high-severity technical escalations and critical incidents.
• Design and uphold continuous escalation support systems with balanced workload allocation across all shifts, including escalation matrices, incident protocols, and resolution service level agreements.
• Conduct root cause analyses on major incidents and implement strategies to prevent recurrence.
• Manage incident communications and engage stakeholders effectively.
• Collaborate closely with NOC, Engineering, and Product teams to solve complex technical problems.
• Oversee incident response team capacity and professional development.
• Ensure prompt resolution of escalated issues with high levels of customer satisfaction.
• Create and update incident management playbooks and operational procedures.
• Adapt to a 24/7 operational schedule, including rotating shifts and on-call duties for off-hours critical escalations.
• Coordinate support coverage across multiple time zones ensuring continuous and evenly distributed workload among shifts.

Additional Information

This position may involve handling information, technology, or hardware subject to export control laws such as the Export Administration Regulations (EAR) and International Traffic in Arms Regulations (ITAR). Employment requires the ability to secure necessary export licenses or approvals based on eligibility criteria.

Mandatory Qualifications

• Proven experience managing IT environments servicing customer needs.
• Professional fluency in English plus at least one of French, German, or Spanish.
• Expertise using operational metrics (such as SLA compliance, customer satisfaction scores, mean time to resolution) to enhance support team effectiveness.

Preferred Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related technical discipline.
• Experience initiating projects that enhance operational processes and customer support.
• Track record managing escalations for large enterprise technical customers.

Equal Opportunity

Amazon champions diversity and inclusion, making hiring choices based solely on candidate merit and skills. The company is committed to protecting candidate privacy and providing workplace accommodations where needed for disabilities or special requirements.

Location and Company

This position is based onsite in Cork, County Cork, Ireland and is with Amazon Kuiper Services Europe SARL, Irish Branch.