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!
Key job responsibilities
The Enterprise Support Manager is in charge of Technical Account Managers working on technical support solutions for external business customers. Your team works with existing customers and maintains those relationships. As the manager you are accountable for the customer technical support experience, case escalations, customer platform resilience, and operational quality.
A day in the life
Manage assigned Enterprise accounts and oversee support cases
• Engage with key customers your team owns and understand the issues they face.
• Advocate for customer features and requirements within AWS (be their voice internally)
• Participate in customer's meetings (onsite or via phone)
• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Partner with customers stakeholders engineers and other teams to determine which support activities move forward and in what priority order.
• You define metrics to measure team progress customer experience solution quality and operational excellence.
• Foster a diverse and inclusive working environment.
- 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C-level) experience
- Bachelor's degree in Computer Science, Math, or a related field
- 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
- 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
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