Enterprise Support Manager, AWS Enterprise Support

DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting global financial services companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in the financial services space and directly with the engineering teams within Amazon developing these new capabilities.

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!

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 U.S. citizen. The position further requires that, after start, the selected candidate obtain and maintain an active TS/SCI security clearance with polygraph and satisfy other security related requirements. Upon application you will be asked qualifying questions that will be used only in relation to the US Government Security Clearance required for this role.

*While this role is posted in Herndon, Virginia, this position can also be located in: Denver, CO; Seattle, WA.


About the team
The Americas Public Sector (AMER-PS) Enterprise Support team is comprised of Enterprise Account Engineers (EAEs) 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

• 6 years of technical engineering experience
• Bachelor’s Degree in Computer Science, Math, or related discipline required, or 8 years of equivalent work experience
• 4 years managing technical teams
• Internal enterprise or external customer-facing experience as a technical lead
• Passionate about customers and new technology
• Experience working with enterprise software companies

PREFERRED QUALIFICATIONS

• Current, active US Government Security Clearance at the Top Secret level
• Meets/exceeds Amazon’s leadership principles requirements for this role
• Meets/exceeds Amazon’s functional/technical depth and complexity for this role 7 years of technical engineering experience
• Experience in 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 in Informational Technology operations
• Professional oral and written communication skills, presenting to an audience containing one or more decision maker(s) Experience in a 24x7 operational services or support environment
• Experience with AWS services and/or other cloud offerings
• Innovative thinking and bias for action balanced with a strong customer and quality focus
• Record of driving projects to improve support-related processes and the technical support experience