Bilingual/ Mandarin Technical Account Manager, ES - CN-AWS, ES - CN, AWS Enterprise Support

Key job responsibilities

• Act as a single point of contact for Enterprise Support customers, building trusted advisor relationships
• Provide strategic technical guidance across the full cloud adoption lifecycle — from migration planning to operational optimization
• Make recommendations on how new AWS offerings (including GenAI, AI/ML) fit into customer strategy and architecture
• Complete analysis and present periodic reviews of operational performance to customers
• Provide detailed reviews of service disruptions, metrics, and prelaunch planning
• Champion and advocate for customer requirements within AWS (e.g., feature requests, service improvements)
• Participate in customer meetings (onsite or remote) and maintain regular engagement cadence
• Leverage customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Work directly with AWS service engineers to ensure customer issues are resolved expediently
• Collaborate with internal teams including DSE, SBAS, and account teams to deliver holistic support
• Available for non-business hours support to handle urgent issues and critical events

Basic Qualifications

• 3+ years of technical engineering experience
• Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
• Bachelor's degree

Preferred Qualifications

• Experience with AWS services or other cloud offerings
• Experience in internal enterprise or external customer-facing environment as a technical lead