Technical Account Manager, AWS Enterprise Support, Strategic Industries

About the role

AWS Global Services includes experts from across AWS who help our 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. Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes—including Automotive, Financial Services, Energy, Big Data, and more—gain the best value and service from AWS?

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/operational needs and technical challenges, and help them achieve the greatest value from AWS.

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 that drive customer adoption and use of AWS services.
• Collaborate with AWS engineers and service teams to resolve customer issues and ensure issues are seen through to resolution.
• Provide advocacy and strategic technical guidance to help customers plan and build solutions using best practices.
• Proactively keep customers’ AWS environments operationally healthy and resilient.
• Represent AWS within customer environments and engage with senior leadership on incidents, trade-offs, support, and risk management.
• Understand customer business/operational needs and technical challenges to help them achieve the greatest value from AWS.

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 application 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.

Schedule

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