Sr. Technical Account Manager, Devices and Services Enterprise Support (DES)

Key job responsibilities

• Serve as the dedicated technical point of contact and trusted advisor for assigned high-value enterprise partners, developing deep understanding of their technical environments and business objectives
• Conduct proactive technical reviews of partner support history, open cases, and integration health - identifying issues before they become cases
• Deliver periodic partner health reports summarizing case activity, resolution trends, known issues, and upcoming changes
• Own escalation coordination end-to-end for assigned partners, ensuring partner awareness, status tracking, and resolution through Amazon engineering teams
• Provide strategic technical guidance on best practices, architecture, and integration strategies beyond reactive troubleshooting
• Facilitate partner onboarding, certification, and product launches with hands-on technical support
• Represent the partner's technical needs within DES and to Line of Business (LOB) engineering teams — acting as the partner's internal advocate
• Participate in partner calls alongside Solution Architects and Business Developers to assist with technical queries
• Collaborate with DES members to align on partner health and satisfaction, ensuring a unified partner experience
• Contribute technical content and partner-specific insights to Quarterly Business Reviews (QBRs) and partner reviews
• Raise the bar for the TAM function by improving processes, developing playbooks, and mentoring other team members

About the team

Devices and Services Enterprise Support (DES) is a dynamic global team delivering specialized technical support to enterprise partners building innovative solutions with Amazon's voice technologies. We tackle complex, mission-critical challenges daily - from troubleshooting sophisticated multi-device integrations in hospitality and senior living to providing architectural guidance for custom enterprise implementations. Our team works directly with major enterprises, solving unique technical problems across Amazon's device portfolio while building deep expertise in voice AI, smart home, and IoT technologies. It's a fast-paced, technically diverse work where every challenge is different.

Basic Qualifications

• 4+ years of management of technical, enterprise customer facing resources or equivalent experience
• Experience in specific technology domain areas like software development, cloud computing, systems engineering, infrastructure, security, networking, data and analytics
• Experience conveying complex technical concepts to both technical and business audiences
• Experience managing complex, multi-stakeholder technical relationships with enterprise customers or partners

Preferred Qualifications

• 4+ years of professional work experience, or experience handling customer escalations
• Experience in the IoT, smart home, voice assistant, or connected devices ecosystem
• Familiarity with Amazon Devices & Services products (Alexa, ASP, Smart Home APIs, Skills Kit)
• Track record of proactively identifying and resolving systemic technical issues before customer impact