Enterprise Support Manager, ES - Amazon Dedicated Cloud

Enterprise Support Manager

Amazon Web Services (AWS) is carrying on the tradition of excellence while leading the world in Cloud technologies. As a member of the AWS Support team, you will be at the forefront of this transformational technology assisting global financial services companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in the financial services space and directly with the engineering teams within Amazon developing these new capabilities.

The AWS Support team is seeking an Enterprise Support Manager who 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 wed like to talk with you!

You will be surrounded by people who are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while your team:

• Manages assigned enterprise accounts and oversee support cases
• Completes analysis and presents periodic reviews of operational performance to customer
• Provides detailed reviews of service disruptions, metrics, detailed pre-launch planning
• Makes recommendations on how new AWS offerings fit in the company architecture
• Advocate for customer features and requirements within AWS (be their voice internally)
• Participates in customer meetings (onsite or via phone)
• Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

This position requires that the candidate selected must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.

*While this role is posted in Herndon, Virginia, this position can also be located in: Denver, CO; Seattle, WA.

About AWS AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasnt followed a traditional path, or includes alternative experiences, dont let it stop you from applying.

Why AWS? Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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, its 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 conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. 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 we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, theres nothing we cant achieve in the cloud.

About the team The Americas Public Sector (AMER-PS) Enterprise Support team is comprised of Enterprise Account Engineers (EAEs) and Enterprise Support Managers (ESMs) who hail from various Public Sector backgrounds. We seek a diverse talent pool with different technical backgrounds, perspectives and experiences to shepherd our Enterprise Support customers through their cloud journey. Public Sector entities often operate differently than Commercial/private sector in the ways they procure, adopt, accredit, and deploy technology. Our emphasis on serving these customers and their specific needs allows tailoring the Enterprise Support product to best suit them.