Enterprise Support Manager, ES-NAMER-FSI

About the role

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. The team creates end‑to‑end AI solutions that improve human capabilities and transform business functions, delivering products that surprise and delight out‑of‑the‑box, make complex things easy and hard things possible, and require no prior cloud experience. They start with customers who embrace the future and build bridges to meet the rest where they are, pursuing ambitious opportunities with conviction.

Responsibilities

• Champion and advocate for customers within Amazon Web Services (be their voice)
• Develop and lead a team of Technical Account Managers responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possible
• Participate in deep architectural discussions to ensure solutions are designed for successful deployment and operational resilience in the cloud
• Help customers define IT and business processes that work well with cloud deployments
• Engage with Director and C‑Level executives to translate business needs into technical and operational plans
• Work with AWS executive leadership to influence the product roadmap
• Drive proactive operational and security risk mitigation through application‑specific reviews, custom runbooks, and rapid critical incident response
• Provide detailed reviews of service disruptions, metrics, and detailed pre‑launch planning

Requirements

• 5+ years of direct customer engagement, with a focus on support to senior executives (Vice President and C‑level)
• Experience in technical team management
• Experience working with enterprise software companies
• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
• 5+ years of managing technical teams

Qualifications

• Experience driving projects to improve support‑related processes and technical support
• Experience in systems administration, network engineering, or software development engineering
• Experience in technical account management, business relationship management, or consulting
• Experience with AWS services or other cloud offerings
• Past experience as a systems administration, network engineer, or software development engineer

Skills

• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
• Ability to manage and work shifts

Benefits

• Sign‑on payments and restricted stock units (RSUs)
• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• Paid time off
• Parental leave

Pay

Base salary range: $169,000.00 – $228,600.00 USD annually for locations including Atlanta, GA; Arlington, VA; Herndon, VA.

Schedule

Flexible work hours and arrangements are part of AWS culture to support work‑life harmony.