Technical Account Manager, Enterprise Support

About the role

AWS Enterprise Support, Technical Account Managers (TAM) serve as the principal technical advisors and 'voice of the customer' to organizations ranging from start-ups to Fortune 500 enterprises. This role focuses on supporting Higher Education customers, including Universities and their associated Medical Centers and Research departments. The TAM works proactively to craft and execute strategies driving customer adoption and use of AWS services such as EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and more.

This is not a sales role or a hands-on troubleshooting position within the customer’s environment. Instead, you will collaborate with engineers and service teams to resolve issues and provide advocacy, strategic technical guidance, and best practices to help customers build and maintain operationally healthy and resilient AWS environments. The role requires travel of 10% or more as needed.

Responsibilities

• Act as the principal technical advisor and 'voice of the customer' for AWS Enterprise Support customers in Higher Education.
• Drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management.
• Provide strategic technical guidance to help plan and build solutions using AWS best practices.
• Proactively ensure customers' AWS environments remain operationally healthy and resilient.
• Develop close relationships with customers to understand their business, operational needs, and technical challenges.
• Advocate for customers and help them achieve the greatest value from AWS services.
• Collaborate with engineers and service teams to resolve customer issues.
• Promote adoption of AWS services, including Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, and Security.

Requirements

• 3+ years of technical engineering experience.
• Experience with operational parameters and troubleshooting for three (3) or more 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, Big Data/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 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 ranges by location:

• 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, pioneering cloud computing and continuously innovating. The AWS Global Support team values work-life balance, focusing on the flow between personal and professional life to foster long-term happiness and fulfillment. The team offers flexibility in working hours and encourages knowledge sharing and mentorship, supporting career growth and development.