DESCRIPTION Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 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. Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. We are seeking an experienced Content Writer to create comprehensive documentation for Support Engineers, enabling them to efficiently resolve customer issues. This role involves collaborating with internal subject matter experts to develop high-quality, localizable content including process flows and support documents. Key job responsibilities The Kuiper Business Customer Experience (BCX) team is seeking an experienced Support Operations professional to help establish and lead our new Tier 2 support operations. In this role, you will be responsible for designing and implementing the full operational framework, including owning standard operating procedures (SOPs), establishing quality standards, and creating performance metrics. A deep technical understanding of the AWS Direct Connect and Network Devices products is required, as is familiarity with capacity planning and workforce management principles. BASIC QUALIFICATIONS Bachelor's degree in Business, Operations Management, or related field 7+ year's of experience in enterprise support/service operations management Track record of successfully implementing and scaling support operations Experience working with global teams across multiple time zones Strong understanding of service level management and quality metrics PREFERRED QUALIFICATIONS Demonstrated experience in workforce management and capacity planning AWS Direct Connect or NETDEV knowledge Knowledge of common support tools and ticketing systems Multi-lingual capabilities would be an advantage 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $112,700/year in our lowest geographic market up to $252,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.