Enterprise Support Leader, Strategic Accounts

About the Role

As part of the AWS Applied AI Solutions organization, the AWS Support team is seeking an Enterprise Support Operations Manager that enjoys solving problems, working with customers, and who has a background from a variety of different fields.

Key Responsibilities

• Manage assigned Enterprise accounts and oversee support cases.
• Complete analysis and present periodic reviews of operational performance to customers.
• Provide detailed reviews of service disruptions, metrics, and detailed pre-launch planning.
• Make recommendations on how new AWS offerings fit into the company architecture.
• Advocate for customer features and requirements within AWS.
• Participate in customer meetings (onsite or via phone).
• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
• Work directly with Amazon Web Service engineers to ensure customer issues are resolved expediently.
• Executive leadership, ability to hold AWS technical conversations.

Requirements & Tech Stack

• Experience leading teams responsible for building or managing full application stacks from the system (Linux or Windows) up through a custom application.
• Experience managing part of a network from layer 3 and higher.
• Experience with web-related programming that includes the consumption of web services.
• Key customer resolution tools across all service groups.
• AWS offerings.
• AWS technical conversations.

Qualifications

• Bachelor's degree.
• Master's degree.