• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field or equivalent work experience
• 4+ years managing technical teams
• Able to communicate fluently in English, within technical and business settings.

Would you like to join to one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? At AWS Enterprise Support we’re looking for an Enterprise Support Manager that enjoys solving problems, working with customers, and who has a background from a variety of different fields.
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
• Engaging with key customers your team owns and understand the issues they face.
• 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
• 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.

About the team
Sales, Marketing and Global Services (SMGS)
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

ABOUT AWS:
Diverse Experiences
Amazon 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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

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, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s 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 Amaze Con (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Santiago Amazon offices.

• External enterprise customer-facing experience as a technical lead, presenting to both large and small audiences
• Past experience as a systems administration, network engineer, or software development engineer
• Record of driving projects to improve support-related processes and the technical support experience