Support Engineer, Amazon Leo

We are seeking a Support Engineer to join the Amazon Leo Productivity Services team. In this role, you will provide operational support, administration, and continuous improvement of enterprise productivity platforms - including Atlassian (Jira, Confluence, Jira Service Management), Jama Requirements Management, TestRail Test Management, and SmartsheetGov - deployed across a mix of on-premise, AWS cloud-hosted, and SaaS environments. You will contribute to platform reliability and user satisfaction while partnering with development and business teams to deliver high-quality solutions within established frameworks., *Support the operational administration and reliability of enterprise productivity platforms across on-premise, AWS cloud-hosted, and SaaS environments *Troubleshoot and resolve difficult technical issues across productivity engineering applications *Coordinate with vendors on platform issues, upgrades, and support cases under guidance of senior engineers or managers *Contribute to the design and implementation of automation, integrations, and process improvements to enhance platform performance and user experience *Contribute to established SLA/SLO monitoring processes, tracking performance against defined targets across supported platforms *Manage platform configurations, plugin/add-on lifecycle tasks, and access controls within defined procedures *Partner with IT Application Development Engineers and System Development Engineers to support alignment between support activities and development roadmaps *Engage with functional analysts and technical teams to understand platform requirements and contribute to operational improvements *Participate in team-level knowledge sharing and assist with the adoption of best practices within the platform teams *Assist in onboarding and mentoring junior engineers, sharing technical knowledge and contributing to team capability development *Participate in post-incident reviews and contribute to corrective action plans *Develop and maintain runbooks, knowledge base articles, and operational documentation *Participate in on-call rotations and support incident response efforts *Contribute to capacity planning, change management, and release processes *Support daily automated reconciliation and access permission audits

About the team The Amazon Leo Productivity Services team provides enterprise productivity platforms that enable Amazon Leo and supporting organizations to execute on commercial and government programs. The team manages Atlassian (Jira, Confluence, JSM), Jama Requirements Management, TestRail, and SmartsheetGov across on-premise, AWS cloud- hosted, and SaaS deployment models, supporting IT Application Development and System Development workflows across both commercial and government environments.

Our Mission To provide and maintain mission-critical business systems that enable Leo teams to execute their missions on robust, secure platforms, delivering streamlined services through standardized, automated operations that support Leo's goal of providing high-speed, low- latency broadband to unserved and underserved communities worldwide.

Our Vision Amazon Leo Productivity Services serves as trusted custodians of Leo's mission-critical data and enterprise systems. We safeguard sensitive information across multi-region productivity platforms while delivering high availability, reliability, and performance. As stewards of secure data, we implement a comprehensive security framework built on Least Privilege Access principles, ensuring granular control through user attributes, data classification, export controls, and verified business need. Our data custodianship enables seamless manufacturing operations, business processes, and partner engagements while maintaining the highest standards of confidentiality, integrity, and compliance. Through our streamlined service catalog, we eliminate redundant systems and ensure efficiency via standardized, automated operations. This secure foundation empowers Leo teams to execute their missions confidently on robust, protected platforms, scaling efficiently to deliver high-speed, low-latency broadband to unserved and underserved communities worldwide.

Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent

• 2+ years of experience in application support, systems engineering, or technical operations
• Hands-on experience administering enterprise productivity or collaboration platforms (e.g., Atlassian Jira, Confluence, Jira Service Management), including scripting and automation (Python, Groovy, Bash, or similar)
• Experience with requirements management or enterprise software platforms (e.g., Jama Connect, DOORS, Polarion)
• Familiarity with data handling requirements in regulated environments (e.g., export-controlled data)

Preferred Qualifications

• Experience with automation and integration tools for enterprise platforms (e.g., ScriptRunner for Atlassian), including scripting in Python, Groovy, or Bash
• Experience supporting controlled data environments (EAR, ITAR, CUI) on cloud platforms (AWS preferred, including GovCloud)
• Familiarity with vendor coordination and contributing to platform upgrade planning
• Experience participating in on-call rotations or incident response workflows
• Exposure to access control audits, reconciliation processes, and operational documentation practices

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Bellevue - 95,600.00 - 160,000.00 USD annually

Leo is Amazon's low Earth orbit satellite broadband network. Its mission is to deliver fast, reliable internet to customers and communities around the world, and we've designed the system with the capacity, flexibility, and performance to serve a wide range of customers, from individual households to schools, hospitals, businesses, government agencies, and other organizations operating in locations without reliable connectivity. Export Control : This position requires that the candidate selected be a U.S. Citizen in order to comply with U.S. government-imposed requirements related to the nature of the work and/or where it will be performed.