Job Description

Project Kuiper Overview Project Kuiper is an initiative to increase global broadband access through a constellation of over 3000 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. Job Summary 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. Key Responsibilities Lead and develop a team handling high‑severity technical escalations and major incidents Establish and maintain escalation matrices, incident response protocols and resolution SLAs Drive root cause analysis for critical incidents and implement preventive measures Oversee incident communication processes and stakeholder management Collaborate with NOC, Engineering and Product teams to resolve complex technical issues Manage incident response team capacity and skill development Ensure timely resolution of escalated issues and high customer satisfaction Develop and maintain incident management playbooks and procedures Role requires flexibility to work in a 24x7 operational environment including rotating shifts and participation in on‑call rotation for critical escalations outside regular business hours Must coordinate coverage across multiple time zones and be available for major incident management during off‑hours to ensure continuous support and balanced workload distribution across all shifts Required Experience & Qualifications 5 years of managing with a track record of success experience 7 years of engineering team management in a fast‑paced operations environment experience Experience as a manager with a track record of success Experience in engineering teams management in a fast‑paced operations environment Experience managing IT environments on behalf of customers Bachelor's degree in Engineering, Computer Science or a related technical field Master of Business Administration Experience driving projects to improve operations and support‑related processes Experience handling large enterprise technical customer escalations Experience in AWS services Experience in project and program management and delivering key business outcomes Key Skills Foreign Office Analysis Banking Operations Corporate Finance Manual Testing Export Control Requirement Due to applicable export control laws and regulations candidates must be a U.S. citizen or national, U.S. permanent resident (current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Employment Type Full‑Time Compensation Salary ranges from $128,600 per year in the lowest geographic market up to $222,200 per year in the highest geographic market. EEO Statement 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. 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 for more information. If the country / region you’re applying in isn’t listed please contact your Recruiting Partner. #J-18808-Ljbffr Project Kuiper

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