Enterprise Support Manager, ES-NAMER-FSI

Amazon Web Services (AWS); Arlington (VA); On-site; USD 169,000 - 229,000; Full time

Job summary

Amazon Web Services, Inc. is hiring an Enterprise Support Manager to lead Technical Account Managers and advocate for executive-facing customers. You will guide complex cloud deployments, influence technical roadmaps, and drive risk mitigation across global customers.

You will partner with AWS engineers and senior leadership to deliver resilient solutions, manage cross-functional programs, and ensure high-value outcomes for enterprise clients. Remote travel up to 25% may be required.

Qualifications

• 5+ years of direct customer engagement, with a focus on senior executives (VP/C-level)
• Experience in technical team management
• Experience working with enterprise software companies
• Bachelor’s degree in Information Science/Information Technology/Computer Science/Engineering/Mathematics/Physics or related field
• 5+ years of managing technical teams

Responsibilities

• Champion and advocate for customers within Amazon Web Services (be their voice)
• Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure customer issues are resolved promptly
• Participate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloud
• Help customers define IT and business processes that work well with cloud deployments
• Engage with Director and C-Level executives to translate business needs into technical and operational plans
• Work with AWS executive leadership to influence the product roadmap
• Drive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident response
• Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning

Skills

Executive engagement

Team leadership

Enterprise software

Cloud services

Customer advocacy

Education

Bachelor’s degree in Information Science / IT / CS / Engineering

Tools

AWS

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.

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. 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! Open to traveling up to 25%. Key job responsibilities

Key job responsibilities

• Every day will bring new and exciting challenges on the job while you:
• Champion and advocate for customers within Amazon Web Services (be their voice)
• Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possible
• Participate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloud
• Help customers define IT and business processes that work well with cloud deployments
• Engage with Director and C-Level executives to translate business needs into technical and operational plans
• Work with AWS executive leadership to influence the product roadmap
• Drive proactive operational and security risk mitigation through application-specific reviews, custom runbooks, and rapid critical incident response
• Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning

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.

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.

USA, GA, Atlanta - 169,000.00 - 228,600.00 USD annually

USA, VA, Arlington - 169,000.00 - 228,600.00 USD annually

USA, VA, Herndon - 169,000.00 - 228,600.00 USD annually

Basic Qualifications

• 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level) experience
• Experience in technical team management
• Experience working with enterprise software companies
• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
• 5+ years of managing technical teams

Preferred Qualifications

• Experience driving projects to improve support-related processes and technical support
• Experience in systems administration, network engineering, or software development engineering
• Experience in technical account management, business relationship management, or consulting
• Experience with AWS services or other cloud offerings
• Past experience as a systems administration, network engineer, or software development engineer
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
• Ability to manage and work shifts Amazon is committed to a diverse and inclusive workplace.

Company - Amazon Web Services, Inc.

Job ID: A10529973