Escalations and Incidents Operations Manager, Kuiper Enterprise Customer Support

Support Engineering Manager

Project Kuiper is an initiative to increase global broadband access through a constellation of over 3,000 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. We are seeking an experienced Support Engineering Manager to lead escalations and incident management team. This role combines technical leadership with operational excellence to ensure seamless handling of complex customer escalations and major incidents. The ideal candidate will build and lead a high-performing team responsible for resolving critical technical issues across our satellite network infrastructure, while maintaining the highest standards of customer satisfaction. As the Escalations & Incident Team Manager, you will partner in implementing incident response protocols, managing critical customer escalations, and ensuring rapid resolution of complex technical issues. You'll work closely with cross-functional teams including, Engineering, and Product teams to drive technical solutions and prevent recurring issues. Your team will serve as the escalation point for our most challenging technical problems, requiring you to balance tactical incident response with strategic improvements. This position demands strong technical acumen leadership skills, and the ability to make critical decisions impacting customer endpoints. Success in this role requires a leader who can thrive in a fast-paced environment, demonstrate technical expertise in satellite communications or networking (AWS NETDEV), and maintain composure during critical incidents. You'll be expected to continuously improve our incident management processes, mentor team members, and maintain strong relationships with key stakeholders across the organization. Key job responsibilities include :

• Lead and develop a team handling high-severity technical escalations and major incidents
• Establish and maintain escalation matrices, incident response protocols, and resolution SLAs
• Drive root cause analysis for critical incidents and implement preventive measures
• Oversee incident communication processes and stakeholder management
• Collaborate with NOC, Engineering, and Product teams to resolve complex technical issues
• Manage incident response team capacity and skill development
• Ensure timely resolution of escalated issues and high customer satisfaction
• Develop and maintain incident management playbooks and procedures
• Role requires flexibility to work in a 24x7 operational environment, including rotating shifts and participation in on-call rotation for critical escalations outside regular business hours
• Must coordinate coverage across multiple time zones and be available for major incident management during off-hours, ensuring continuous support and balanced workload distribution across all shifts