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 extremely 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.
- Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics OR equivalent experience
- Excellent oral and written communication skills in English
- Passionate about customers and new technology
- 4+ years managing technical teams
- Record of driving projects to improve support-related processes and the technical support experience
- Experience working with enterprise software companies
- Past experience as a systems administration, network engineer, or software development engineer
- Innovative thinking and bias for action balanced with a strong customer and quality focus