Cloud Technical Account Manager, AWS Enterprise Support, Strategic Industries

AWS Global Services includes experts from across AWS who help customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.

About the role

At AWS Enterprise Support we’re looking for a Technical Account Manager (TAM) to support our customers’ creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data, Application-level services, Networking, Serverless and more. This is not a sales role, but rather an opportunity to be the principal technical advisor and ‘voice of the customer’ to organizations ranging from start-ups to Fortune 500 enterprises.

The TAM role is not directly hands-on-keyboard within the customer’s environment for troubleshooting customer support issues; rather, you will work with appropriate engineers and service teams to see issues through to resolution. More importantly, you will work proactively to help craft and execute strategies to drive our customers' adoption and use of AWS services, including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and many more.

Your technical acumen and customer-facing skills will enable you to effectively represent AWS within a customer’s environment and drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management. You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers’ AWS environments operationally healthy and resilient. The close relationships developed with your customers will allow you to understand their business and operational needs and technical challenges, and help them achieve the greatest value from AWS.

This position will require the ability to travel 10% or more as needed.

Responsibilities

• Serve as the principal technical advisor and ‘voice of the customer’ to organizations ranging from start-ups to Fortune 500 enterprises
• Work proactively to craft and execute strategies to drive customer adoption and use of AWS services (e.g., EC2, S3, DynamoDB, RDS, Lambda, CloudFront, IoT)
• Provide advocacy and strategic technical guidance to help plan and build solutions using best practices
• Maintain and improve the operational health and resilience of customers’ AWS environments
• Drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management
• Collaborate with AWS engineers and service teams to resolve customer support issues
• Understand customer business and operational needs and technical challenges to maximize AWS value

Requirements

• 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, or applications development in a distributed systems environment
• Bachelor's degree
• Ability to travel 10% or more as needed

Preferred Qualifications

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

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans)
• Employee Assistance Program (EAP) and Mental Health Support
• Medical Advice Line and Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off and parental leave
• Sign-on payments and restricted stock units (RSUs)

Pay

Base salary range: $151,000.00 - $204,300.00 USD annually. Final compensation will be determined based on factors including experience, qualifications, and location.

Los Angeles County applicants: Job duties include working safely and cooperatively with others, adhering to standards of excellence despite stressful conditions, and communicating effectively to ensure exceptional customer service. Criminal history may be considered for specific job duties related to trustworthiness, professionalism, and safeguarding business operations.