ADC Technical Customer Service Specialist , Amazon Dedicate Cloud (ADC) Customer Service

Amazon Inc.; Herndon (VA); On-site; USD 52,000 - 91,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon AWS seeks a Customer Success Representative to engage US Government and enterprise customers, providing training, analysis, and proactive problem solving. You will collaborate with TAMs, Sales, and Solution Architects to resolve complex billing and account issues, acting as SME on enterprise billing and customer experience.

The role requires deep knowledge of AWS products, strong analytical skills, and the ability to drive cross-functional deliverables.

Qualifications

• Associate's degree or above; active TS/SCI with Polygraph
• Experience in leadership or account management positions
• Experience troubleshooting and debugging technical systems, or working with customers with strong analytical skills and communication abilities
• Experience in SQL or other relational databases
• Proven success in a fast-paced support environment
• Demonstrated success driving cross-functional deliverables
• Strong fluency with Web Technologies and cloud concepts

Responsibilities

• Being the customer-facing voice for USG and Enterprise customers addressing complex account and billing issues
• Working with Enterprise customers to understand AWS usage and billing services and provide feedback
• Performing deep dive analysis on USG / Enterprise accounts and billing statements
• Educating customers on reporting options, alerts, and budgets
• Providing prompt, efficient, customer-oriented service to Enterprise customers
• Collaborating with global customer support peers for consistent, high-quality support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for Enterprise customers and recommending improvements
• Communicating trends to leadership and suggesting innovative customer-centric solutions
• Assisting with Enterprise communications during critical launches and support events
• Developing detailed knowledge about AWS products and features
• Collaborating with AWS teams to resolve customer issues
• Ensuring internal knowledge reference pages are updated

Skills

Account management

Leadership

SQL

Customer service

Troubleshooting

Education

Associate's degree or above (A+ / Network+ / Security+)

Job description

Description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.

As an AWS Customer Success Representative you'll engage with US Government (USG) and enterprise customers providing training support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account Managers (TAMs), Sales, and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.

In addition your responsibilities will include but will not be limited to the following:

• Being the customer-facing voice for USG and Enterprise customers addressing complex account and billing issues
• Working with Enterprise customers to understand how they use AWS account and billing services and providing valuable feedback
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
• Educating customers on reporting options, alerts, and budgets
• Providing prompt efficient detailed customer-oriented service to Enterprise customers
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for our Enterprise customers reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with Enterprise customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about AWS specific product and features
• Work with AWS teams to drive resolution of issues for customers
• Making sure internal knowledge reference pages are updated

This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph.

The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.

About the team

Amazon 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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.

Basic Qualifications

• Associate's degree or above, or A+ or Network+ or Security- Current, active US Government Security Clearance of TS/SCI with Polygraph

Preferred Qualifications

• Experience in leadership or account management positions
• Experience troubleshooting and debugging technical systems, or experience working with customers with a passion for delivering exceptional service and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience in SQL or other relational databases
• Proven success in a fast paced support environment
• Demonstrated success driving cross-functional deliverables
• Strong fluency with Web Technologies and the Internet
• Understanding of cloud based compute and storage concepts

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

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