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Enterprise Support Manager, ES - Amazon Dedicated Cloud

Amazon Web Services (AWS)

Herndon (VA)

On-site

USD 120,000 - 160,000

Full time

6 days ago

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Job summary

Amazon Web Services (AWS) is seeking an Enterprise Support Manager located in Herndon, VA. This role involves managing Enterprise accounts, overcoming technical challenges, and ensuring top-tier customer service for mission-critical applications in the financial sector. Candidates must have technical expertise and an active security clearance.

Benefits

Mentorship & Career Growth

Work life balance

Inclusive team culture

Qualifications

6+ years of technical engineering experience.
4+ years managing technical teams.
Active TS/SCI security clearance with polygraph.

Responsibilities

Manage assigned Enterprise accounts and oversee support cases.
Provide detailed reviews of service disruptions and metrics.
Make recommendations on new AWS offerings.

Skills

Problem-solving

Customer service

Network management

Web programming

Education

Bachelor's degree

CASP+

CCSP

Enterprise Support Manager, ES - Amazon Dedicated Cloud

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Enterprise Support Manager, ES - Amazon Dedicated Cloud

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Join to apply for the Enterprise Support Manager, ES - Amazon Dedicated Cloud role at Amazon Web Services (AWS)

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!

About

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 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.

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

A day in the life

About AWS

AWS 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.

Why AWS? 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.

Inclusive Team Culture 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 (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth 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.

Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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

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 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 with AWS services and/or other cloud offerings
Innovative thinking and bias for action balanced with a strong customer and quality focus

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.

Company - Amazon Web Services, Inc.

Job ID: A3003920

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Information Technology, Consulting, and Engineering
Industries
IT Services and IT Consulting

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