Technical USG Cloud Support Specialist (TS/SCI)

Amazon Web Services (AWS); Seattle (WA); On-site; USD 33,000 - 59,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services, Inc. is seeking a Customer Success Representative to engage US Government and enterprise customers, helping them optimize cloud usage and resolve billing and account issues at scale.

You will work with the AWS Enterprise team, TAMs, and Solution Architects to drive successful outcomes, provide training and proactive analysis, and ensure a high standard of customer service in a fast-paced environment.

Qualifications

• Associate degree or higher, or A+/Net+/Sec+ certifications.
• Active TS/SCI with Polygraph clearance is required or must be obtainable for the role.
• Experience in leadership or account management positions.

Responsibilities

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues.
• Working with Enterprise customers to understand how they use AWS account and billing services.
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements.
• Educate customers on reporting options, alerts and budgets.
• Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with Enterprise customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about AWS specific product and features
• Work with AWS teams to drive resolution of issues for customers
• Making sure internal knowledge reference pages are updated

Skills

Leadership

Account management

Troubleshooting

Analytical skills

Communication

SQL

Web technologies

Cloud concepts

Education

Associate degree or higher / A+/Net+/Security+

Job description

Amazon Web Services, Inc. is seeking a Customer Success Representative to engage US Government and enterprise customers, helping them optimize cloud usage and resolve billing and account issues at scale.

You will work with the AWS Enterprise team, TAMs, and Solution Architects to drive successful outcomes, provide training and proactive analysis, and ensure a high standard of customer service in a fast-paced environment.