Amazon Support Engineer - SNOC Kuiper Government Solutions KGS 

United States, Virginia 

7216632

Key job responsibilities
• Oversee authentication, triage, and resolution workflows in accordance with KGS operational playbooks.
• Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times.
• Serve as the first point of technical and procedural escalation for support personnel.
• Ensure timely and accurate communication with mission stakeholders.
• Audit tickets and communications for quality and completeness, providing real-time feedback to technicians.
• Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts.
• Tailor and refine SNOC tooling (e.g., ServiceNow, Amazon Connect) to support mission-specific workflows.
• Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures.
• Mentor and develop support staff by identifying training gaps, recommending development paths, and enforcing performance standards.
• Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning.Security Clearance: This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance.

- 4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
- 4+ years of technical support experience
- 4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Bachelor's degree in IT, computer science or equivalent