Network Development Engineer, Amazon Customer Service

This role sits at the intersection of live network troubleshooting, systems design, and cross-team coordination. You'll join a 24x7 on-call rotation, which means you'll be one of the engineers who picks up the phone when something is broken and drives it to resolution alongside application, systems, and production control teams. A lot of the problems you'll solve are high-ambiguity by design: voice calls where the audio is bad but the network looks healthy, systems configuration issues that only show up under load, situations where applying pattern recognition across prior incidents is what narrows the root cause from a dozen possibilities to one.

The work isn't just reactive. You'll design and architect network and systems improvements, coordinate tech change management with business operations, and partner with business owners, security engineers, and other tech teams to innovate on how transport across public and private networks runs for our users. You'll troubleshoot across team and organizational boundaries, making sure the transport layer holds up regardless of which side of the boundary a problem lives on.

What sets this role apart: it's a seat for someone who likes depth in network engineering but also wants to build and improve the systems they operate. If you enjoy solving the problem where nobody can tell you what's wrong, and you also want to leave the system better than you found it, this is the role.

Key job responsibilities

• Design and architect network and systems improvements to enhance transport infrastructure
• Coordinate technology change management initiatives with business operations teams
• Partner with business owners, security engineers, and cross-functional tech teams to innovate network transport solutions
• Troubleshoot complex issues across team and organizational boundaries to ensure transport layer reliability
• Operate and maintain network systems while continuously improving their performance and resilience
• Solve ambiguous technical problems where root causes are not immediately apparent
• Leave systems in better condition than found through proactive optimization and enhancement
• Build and improve the systems you operate on, balancing reactive support with strategic improvements
• Ensure transport layer stability regardless of where problems originate within the organization

A day in the life

Most days, your focus is design and improvement: writing architecture docs for a network upgrade, coordinating a change window with business operations, pairing with a security engineer on how a new control affects transport, or reviewing a teammate's design. When you're on call, the shape of the day flips. You're first-responder on incidents, driving root cause across teams and keeping stakeholders updated. Expect a few focused meetings a day and heads-down time for the rest. Beyond the regular work, there's room to pick up longer-horizon programs, mentor newer engineers, or lead a cross-team initiative when something interests you.

About the team

We're a small team that wears many hats. Most of us have a primary specialty: network engineering, software development, security consultation, or governance. We talk constantly, whether we're pattern-matching a weird incident, pairing on a design, or walking through why a network behaves one way in one site and differently in another. Our mission is to build and run the systems that keep a global operations program moving. Our customers are the program leaders, operating teams, security reviewers, and business owners we work with. We solve the hard problems together and we don't let each other go it alone.

Basic Qualifications

• 4+ years of supporting and maintaining a corporate network environment experience
• Knowledge of networking protocols such as HTTP, DNS and TCP/IP
• Experience in operations and on-call support for data center facilities, mission critical plants, or production facilities, or experience leading technical teams through daily operations and maintenance evolutions

Preferred Qualifications

• 1+ years of automation scripting using Python, Bash, Shell and/or Perl experience
• Experience building services using AWS products
• Experience in the application of network design, including knowledge of major routing protocols, topology design, network hardware, device configuration, and traffic engineering
• Experience supporting AWS Connect
• Knowledge of VoIP protocols like SIP and WebRTC, traditional telephony like ISDN and PSTN. Voice media negotiation and transport across private and public networks.

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.

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, Seattle - 136,000.00 - 184,000.00 USD annually