The AWS Support team is seeking an Enterprise Support Manager that enjoys solving problems, working with customers, and who has a background from a variety of different fields. If you have experience leading teams responsible for building or managing full application stacks from the system (Linux or Windows) up through a custom application, managing part of a network from layer 3 and higher, or web-related programming that includes the consumption of web services we’d like to talk with you!
Key job responsibilities
You will be surrounded by people who are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while your team:
Manages assigned Enterprise accounts and oversee support cases
· Completes analysis and presents periodic reviews of operational performance to customer
· Provides detailed reviews of service disruptions, metrics, detailed pre-launch planning
· Makes recommendations on how new AWS offerings fit in the company architecture
· Advocate for customer features and requirements within AWS (be their voice internally)
· Participates in customers meetings (onsite or via phone)
· Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
· Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.
This position requires that the candidate selected be a US Citizen.
A day in the life
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
About the team
The Worldwide Public Sector (WWPS) Enterprise Support team is comprised of Technical Account Managers (TAMs) and Enterprise Support Managers (ESMs) who hail from various Public Sector backgrounds. We seek a diverse talent pool with different technical backgrounds, perspectives and experiences to shepherd our Enterprise Support customers through their cloud journey. Public Sector entities often operate differently than Commercial/private sector in the ways they procure, adopt, accredit, and deploy technology. Our emphasis on serving these customers and their specific needs allows tailoring the Enterprise Support product to best suit them.
BASIC QUALIFICATIONS
- Bachelor's degree, or CASP+ (CompTIA Advanced Security Practitioner) or CCSP (Certified Cloud Security Professional) or Cloud+ or CSSLP (Certified Secure Software Lifecycle Professional)
- 6+ years of technical engineering experience
- 4+ years managing technical teams
- Passionate about customers and new technology
- Experience working with enterprise software companies
PREFERRED QUALIFICATIONS
- Masters degree in STEM field
- Experience in technology operations and operational parameters and troubleshooting for four (4) or more of the following: Compute / Storage / Networking / CDN / Databases / DevOps / Big Data and Analytics / Security / Applications Development
- Experience with AWS services and/or other cloud offerings
- Innovative thinking and bias for action balanced with a strong customer and quality focus
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.