Network Operations Center Engineer - Tier 2, Amazon Leo for Government

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Assessment

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Deadline

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Where they hire

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About this role

Network Operations Center Engineer - Tier 2, Amazon Leo for Government Arlington, Virginia, USA Amazon Leo for Government (ALG) is Amazon's initiative to deliver secure, reliable broadband connectivity to U.S. government users across the globe. Our Secure Network Operations Center (SNOC) is mission-critical to ensuring performance and availability across multiple classifications and government stakeholders. We are seeking a proactive Tier II Support Engineer to lead and support our Tier 1 Support Technicians within the SNOC. This role is responsible for real-time operational oversight of customer interactions, ticket flow, and system monitoring. The Team Leader ensures Tier 1 technicians follow ALG playbooks, escalate appropriately, and provide the highest standard of customer service and technical triage. As a frontline leader, you will coach technicians, own shift-level execution, manage incidents, and interface with Tier 2 engineering teams and government customer representatives. This position requires strong technical awareness, leadership maturity, and a commitment to operational excellence in a secure environment. 10037 Key job responsibilities • Lead a team of Tier 1 Support Technicians on assigned shifts to ensure consistent, high-quality service delivery. • Oversee authentication, triage, and resolution workflows in accordance with ALG 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 Tier 1 personnel. • Ensure timely and accurate communication with Tier 2, engineering, and mission stakeholders. • Audit tickets and communications for quality and completeness, providing real-time feedback to technicians. • Coordinate shift

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