Mgr II, Support Engineer-Ext - AMZ9082554

Mgr II, Support Engineer-Ext

Employer: Amazon Web Services, Inc.

Job Location: Dallas, Texas

Position Responsibilities:

Lead a team of Support Engineers (SEs) to deliver technical solutions for customers.

Be accountable for customer experience, case escalations, and service quality.

Align team efforts with organizational goals and communicate priorities.

Manage daily operations, team productivity, and resource allocation.

Facilitate SE growth through learning opportunities and expert connections.

Balance workloads, manage escalations, and communicate status to stakeholders.

Maintain broad technical knowledge with deep expertise in one domain.

Drive operational excellence through process improvements and automation.

Ensure policy compliance and establish metrics.

Prioritize sustainable on-call rotations and projects enhancing customer support.

Conduct postmortems and document lessons to prevent recurring issues.

Position Requirements:

Bachelor's degree or foreign equivalent degree in Computer Science, Engineering, Information Systems, or a related field and three years of experience in the job offered or as a Support Engineer or a related occupation.

Must have two years of experience in the following skills: (1) training and mentoring Support Engineers or equivalent roles in technical and process disciplines; (2) writing business documents; and (3) using protocols (HTTP, DNS and TCP/IP) and cloud service offerings such as AWS or Azure.

Amazon.com is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

40 hours/week, 8:00am-5:00pm, Salary Range $141,336/year to $163,700/year.

Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.