Tier 2 Technical Care Associate (French speaker), Amazon Leo

Role Overview

Join Amazon Leo, Amazon's ambitious initiative to deploy a constellation of 3,236 satellites in low Earth orbit (LEO) delivering fast, affordable broadband to underserved communities worldwide. As a Tier 2 Technical Care Associate (French speaker), you will serve as a critical escalation point for complex technical issues, leveraging your bilingual fluency in French and English to support customers and partners across Francophone regions. This role sits at the intersection of cutting-edge satellite technology and world-class customer experience, offering a unique opportunity to shape the future of global connectivity.

Key Responsibilities

• Act as the primary Tier 2 escalation resource for French-speaking customers experiencing advanced connectivity, hardware, or service issues with the Amazon Leo broadband platform.
• Diagnose and resolve complex technical problems involving satellite terminal installation, network configuration, latency optimization, and service provisioning.
• Collaborate closely with Tier 1 support teams, field operations, and engineering groups to reproduce, document, and drive resolution of recurring or systemic issues.
• Create and maintain detailed knowledge base articles, troubleshooting guides, and standard operating procedures in both French and English.
• Monitor real-time network health dashboards and satellite telemetry to proactively identify potential service degradations affecting French-speaking markets.
• Conduct remote diagnostic sessions with customers using proprietary tools, guiding them through advanced troubleshooting steps for user terminals, routers, and associated equipment.
• Escalate critical bugs and feature requests to product and engineering teams with clear reproduction steps, logs, and business impact assessments.
• Participate in on-call rotations for high-severity incidents impacting the Leo constellation or ground infrastructure.
• Deliver training and mentorship to Tier 1 associates on new hardware releases, software updates, and evolving support methodologies.
• Ensure compliance with data privacy regulations (GDPR, etc.) when handling customer information across European and African Francophone territories.

Required Qualifications

• Fluency in French (C1/C2 level) and English (professional working proficiency) — both written and verbal.
• Minimum 2 years of experience in technical support, network operations, or customer-facing engineering roles within telecommunications, ISP, satellite, or consumer hardware environments.
• Strong understanding of TCP/IP networking, DNS, DHCP, routing fundamentals, and wireless technologies (Wi-Fi 5/6/6E).
• Hands-on experience troubleshooting consumer premises equipment (CPE), routers, modems, or satellite terminals.
• Proficiency with ticketing systems (e.g., Salesforce, Zendesk, Jira) and remote diagnostic tools.
• Ability to read and interpret log files, packet captures, and device telemetry data.
• Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or equivalent practical experience.
• Flexibility to work rotating shifts, including weekends and holidays, to support 24/7 global operations.

Preferred Skills

• Prior experience with low Earth orbit (LEO) or geostationary satellite communication systems (e.g., Starlink, OneWeb, Hughes, Viasat).
• Familiarity with Linux/Unix command line, scripting (Python, Bash), and network monitoring platforms (Grafana, Prometheus, Datadog).
• Certifications such as CCNA, CompTIA Network+, ITIL, or vendor-specific satellite terminal certifications.
• Experience working in a multicultural, distributed team environment.
• Knowledge of regulatory frameworks for satellite broadband deployment in Africa and Europe.

What Makes This Role Unique

Unlike traditional ISP support roles, this position places you at the forefront of Amazon's Project Kuiper (Leo) — a multi-billion-dollar initiative to bridge the digital divide using a massive LEO satellite constellation. You will work with proprietary ground station technology, custom user terminals, and a network architecture designed for ultra-low latency and high throughput. Your contributions directly impact connectivity for schools, hospitals, businesses, and households in regions where fiber is economically unfeasible. The role offers exposure to cross-functional teams spanning aerospace engineering, RF systems, cloud infrastructure (AWS), and global operations — providing a rare career trajectory within Amazon's Devices & Services organization.

About Amazon Leo

Amazon Leo (Project Kuiper) aims to launch 3,236 satellites into low Earth orbit to deliver high-speed, low-latency broadband to unserved and underserved communities around the world. Backed by Amazon's long-term investment and integrated with AWS cloud infrastructure, the program combines advanced satellite manufacturing, phased-array antenna design, and global ground station networks. The Technical Care team is central to ensuring that end-users — from rural villages to maritime vessels — experience reliable, seamless connectivity from day one. This is not just a support role; it is a front-line position in one of the most ambitious connectivity projects in history.