Enterprise Support Manager, ES-NAMER-FSI

Amazon Web Services, Inc.; Herndon (VA); On-site; USD 140,000 - 180,000; Full time

Job summary

Amazon Web Services, Inc. is seeking an Enterprise Support Manager to lead a Technical Account Manager team and partner with AWS engineers to resolve complex customer issues in a secure cloud environment.

The role involves strategic engagement with senior executives and driving cloud adoption across enterprise accounts. The ideal candidate will have extensive experience in technical leadership, direct enterprise engagement, and a strong background in cloud services, architecture, and operational

Qualifications

• 4+ years of technical team management experience.

Responsibilities

• Champion and advocate for customers within AWS.
• 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

Skills

Technical team management

Executive customer engagement

Cloud computing

Leadership

Enterprise software

Education

Bachelor's degree in CS/IT/Engineering/Math/Physics

Tools

AWS

Cloud services

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

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

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 - 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
• Experience working with enterprise software companiesPast experience as a systems administration, network engineer, or software development engineer
• Record of driving projects