Technical Account Manager, Enterprise Support

About the role

AWS Enterprise Support, Technical Account Managers (TAM) support our customers’ creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security, 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. Instead, 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.

This TAM will be supporting Higher Education customers, including Universities and their associated Medical Centers and Research departments.

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’ for AWS Enterprise Support customers.
• Work proactively to craft and execute strategies driving customer adoption and use of AWS services.
• Collaborate with engineers and service teams to resolve customer support issues.
• Provide strategic technical guidance and advocacy to help customers plan and build solutions using AWS best practices.
• Drive discussions with senior leadership on incidents, trade-offs, support, and risk management.
• Maintain operational health and resilience of customers’ AWS environments.
• Understand customers’ business, operational needs, and technical challenges to help them achieve 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 applications development in a distributed systems environment.
• Knowledge of DevOps practices and tools including Continuous Integration/Deployment, Puppet, Docker, Kubernetes, Chef, etc.
• Experience in one or more of the following areas: software design or development, content distribution/CDN, scripting/automation, database architecture, IP networking, IT security, BigData/Hadoop/Spark, operations management, or service-oriented architecture.
• Bachelor's degree.

Preferred Qualifications

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

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D, with options for 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).

Learn more about our benefits at https://amazon.jobs/en/benefits.

Pay

Base salary ranges:

• USA, MA, Boston: $131,300.00 - $177,600.00 USD annually.
• USA, TX, Dallas: $131,300.00 - $177,600.00 USD annually.
• USA, WA, Bellevue: $131,300.00 - $177,600.00 USD annually.

Final compensation will be determined based on experience, qualifications, and location.

About the team

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and continue to innovate, offering a robust suite of products and services trusted by customers from startups to Global 500 companies.

Our team values work-life balance, focusing on the flow between personal and professional life to bring energy to both. We offer flexibility in working hours to help you find your own balance.

We support new team members through mentorship and career growth opportunities. Our environment encourages knowledge sharing and celebrates diverse experience levels and tenures. We assign projects that help team members develop into well-rounded professionals and take on more complex tasks in the future.