Enterprise Support Manager, ES – Amazon Dedicated Cloud
Job ID: 3022058 | Amazon Web Services, Inc.
Amazon has built a reputation for excellence with recent accolades such as #1 in customer service, #1 most trusted, and #2 most innovative. In this role, you will be a member of the AWS Support team devoted to assisting global financial services companies with mission‐critical applications. You will work with leading fintechs and partner directly with Amazon engineering teams on new capabilities.
In this position you will provide world‐class support to enterprise customers, leveraging your technical depth and leadership skills. You will manage support cases, develop performance reviews, and act as the customers' voice within Amazon.
Responsibilities
Manage assigned Enterprise accounts and oversee support cases.
Complete analysis and present periodic reviews of operational performance to customers.
Provide detailed reviews of service disruptions, metrics, and pre‐launch planning.
Make recommendations on how new AWS offerings fit into customers' company architecture.
Advocate for customer features and requirements within AWS (be their voice internally).
Participate in customer meetings (onsite or via phone).
Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
Work directly with Amazon Web Service engineers to ensure issues are resolved expediently.
Location
Posted in Herndon, Virginia; also eligible to locate in Denver, CO and Seattle, WA.
Basic Qualifications
Bachelor's degree, or equivalently CASP+, CCSP, Cloud+, or CSSLP.
6+ years of technical engineering experience.
4+ years of technical team management experience.
Passionate about customers and new technology.
Experience working with enterprise software companies.
Current, active US Government Security Clearance of TS/SCI with Polygraph.
Preferred Qualifications
Experience in technology operations and troubleshooting across at least four of the following: Compute, Storage, Networking, CDN, Databases, DevOps, Big Data & Analytics, Security, Applications Development.
Experience with AWS services and/or other cloud offerings.
Innovative thinking and a bias for action balanced with a strong customer and quality focus.
Amazon is an equal‐opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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