Enterprise Cloud Support Specialist (TS/SCI)

Amazon; 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

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.