Bi-Lingual Support Engineering Operations Manager

Bi-Lingual Support Engineering Operations Manager

Job ID: 10489836 | Amazon Kuiper Services Europe SARL, Irish Branch

Description

• Amazon LEO is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity.

• We are seeking an experienced Support Engineering Manager to lead escalations and incident management team. This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents. The ideal candidate will build and lead a high-performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction.

• As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You'll work closely with cross-functional teams including Engineering, and Product teams to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements.

• This position demands strong technical acumen leadership skills, and the ability to make critical decisions impacting customer endpoints.

• Success in this role requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS TGW, VPC NETDEV), and maintain composure during critical incidents. You'll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization.

• Key job responsibilities

• Lead and develop a team handling high-severity technical escalations and major incidents

• Establish and maintain continuous escalation support with balanced workload distribution across all shifts, including escalation matrices, incident response protocols, and resolution SLAs.

• Drive root cause analysis for critical incidents and implement preventive measures