Technical Account Manager, Enterprise Support

Amazon Web Services (AWS); Hamburg; On-site; ZAR 1,679,000 - 2,425,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a Technical Account Manager (TAM) within AWS Enterprise Support to act as the primary technical advisor and voice of the customer for large organizations. You will guide customers through AWS services, GA/GenAI solutions, and architecture planning while collaborating with AWS engineers.

Key duties include being the single point of contact for Enterprise Support customers, evaluating architecture feasibility, and delivering reviews on operational performance

Qualifications

• Experience in technical engineering.
• Ability to troubleshoot operational parameters across distributed systems.
• Bachelor's degree required.

Responsibilities

• Act as single point of contact to Enterprise Support customers.
• Provide recommendations on how new AWS offerings fit in the customer's strategy and architecture.
• Deliver periodic reviews of operational performance to customers.
• Coordinate reviews of service disruptions and prelaunch planning.
• Advocate for customer requirements within AWS.

Skills

Technical engineering

Operational troubleshooting

Customer-facing

Education

Bachelor's degree

Tools

AWS services

Job description

Description

*This role requires excellent language proficiency in Mandarin and English*

Would you like to join one of the fastest-growing teams within Amazon Web Services (AWS)? Join us in helping customers across all industries to maximize the value and benefits of AWS services and Generative AI solutions.

As a Technical Account Managers (TAM) in AWS Enterprise Support, you will play a crucial role in fostering our customers' innovate and transformative endeavors across various technologies, including GenAI, AI/ML, Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security and more. This is not a sales role, instead, it offers you the opportunity to serve as the primary technical advisor and ‘voice of the customer’ for organizations ranging from start-ups to Fortune 500 enterprises.

Within the Enterprise Support team, TAMs contribute significantly to ensuring the success of key enterprise customers in developing applications and services on the AWS platform. Serving as a strategic expert, TAMs offer guidance on the entire journey of AWS services and the customers' architecture. This support extends to addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges. TAMs actively engage at the account level, providing recommendations and proactive advice throughout the entire cloud adoption life cycle.

Every day will bring new and exciting challenges on the job while you:

• Act as a single point of contact to Enterprise Support customers
• Make recommendations on how new AWS offerings fit in the company strategy and architecture
• Complete analysis and present periodic reviews of operational performance to customer
• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
• Champion and advocate for customer requirements within AWS (e.g. feature request)
• Participate in customer requested meetings (onsite or via phone)
• Has access and knows how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Work with some of the leading technologists around the world
• Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible
• Available in non-business hours to handle urgent issues

Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

***PLEASE NOTE THAT THIS ROLE REQUIRES BOTH ENGLISH & MANDARIN PROFICIENCY***

About The Team

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.

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 (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

• Experience in technical engineering
• Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
• Bachelor's degree

Preferred Qualifications

• Experience with AWS services or other cloud offerings
• Experience in internal enterprise or external customer-facing environment as a technical lead

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult your Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

m/w/d

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 - AWS EMEA SARL (Germany Branch)

Job ID: A10497125