Enterprise Support Manager, ES - Amazon Dedicated Cloud

Enterprise Support Manager, ES – Amazon Dedicated Cloud

Job ID: 3022058 | Amazon Web Services, Inc.

Amazon Web Services (AWS) leads the world in Cloud technologies. As a member of the AWS Support team, you will assist global financial services companies with mission‑critical applications, working directly with engineering teams on new capabilities.

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 the company architecture.
• Advocate for customer features and requirements within AWS – be the 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 AWS service engineers to ensure that customer issues are resolved as expediently as possible.

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.
• Current, active US Government Security Clearance of TS/SCI with Polygraph.

Preferred Qualifications

• Experience in technology operations and troubleshooting for four 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.

EEO Statement

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations.