Enterprise Support Manager, ES-NAMER-FSI

Socket.dev; Herndon (VA); On-site; USD 169,000 - 229,000; Full time

Job summary

Amazon Web Services (AWS) is seeking an Enterprise Support Manager who thrives on solving problems and engaging with customers at the executive level. You will lead Technical Account Managers, coordinate with AWS engineers, and drive architecture discussions to ensure resilient cloud deployments.

Open to travel up to 25% and ready to influence product roadmaps. Ideal candidates bring 4+ years in technical leadership, 5+ years in direct executive-facing support, and a background with enterprise

Qualifications

• 4+ years of technical team management experience.
• 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level).
• Experience in technical team management and direct customer engagement with senior executives.
• Experience working with enterprise software companies.

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 with AWS engineers.
• Participate in deep architectural discussions to ensure cloud deployment success and operational resilience.
• Help customers define IT and business processes for cloud deployments.
• Engage with Director and C-Level executives to translate business needs into technical plans.
• Work with AWS leadership to influence the product roadmap.
• Drive proactive operational and security risk mitigation through reviews and runbooks.
• Provide detailed reviews of service disruptions and pre-launch planning.

Skills

Technical leadership

Executive engagement

Cloud experience

Enterprise software experience

Team management

Education

Bachelor's degree in Information Science/Information Technology/Computer Science/Engineering/Mathematics/Physics or related field

Job description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

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

• 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

Why AWS?

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the 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.

About 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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 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.

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.

Basic Qualifications

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

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
• Experience working with enterprise software companies
• Past experience as a systems administration, network engineer, or software development engineer
• Record of driving projects to improve support-related processes and the technical support experience
• 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.

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