Enterprise Support Manager, ES - Amazon Dedicated Cloud

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative.

Amazon Web Services (AWS) is carrying on that tradition 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 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!

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 customers 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 be a US Citizen and obtain and maintain an active TS / SCI security clearance with polygraph.

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

A day in the life

Work / Life Balance

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.

We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentor-ship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentor ship.

We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded Evaluator and enable them to take on more complex tasks in the future.

Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.

We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.

Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

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.

We are open to hiring candidates to work out of one of the following locations :

Arlington, VA, USA Herndon, VA, USA

BASIC QUALIFICATIONS

• Bachelor's degree, or CASP+ (CompTIA Advanced Security Practitioner) or CCSP (Certified Cloud Security Professional) or Cloud+ or CSSLP (Certified Secure Software Lifecycle Professional)
• 6+ years of technical engineering experience
• 4+ years managing technical teams
• Passionate about customers and new technology
• Experience working with enterprise software companies

PREFERRED QUALIFICATIONS

• Experience in technology operations and operational parameters and troubleshooting for four (4) or more of the following : Compute / Storage / Networking / CDN / Databases / DevOps / Big Data and Analytics / Security / Applications Development
• Experience with AWS services and / or other cloud offerings
• Innovative thinking and bias for action balanced with a strong customer and quality focus
3 days ago