AWS Enterprise Support Manager

hace 3 días

Bogotá, Bogotá D.E., Colombia Amazon A tiempo completo

Company Overview


Amazon Web Services (AWS) is a rapidly growing organization within Amazon, driving innovation and excellence in the cloud computing industry. Our commitment to delivering world-class support to customers of all sizes and industries has earned us a reputation as a leader in the market.



About the Role


We are seeking an experienced Enterprise Support Manager to join our team. As a key member of our Global Support team, you will be responsible for leading a team of Technical Account Managers who provide technical support solutions to external business customers. Your primary focus will be on ensuring that our customers receive exceptional technical support experience, case escalations, customer platform resilience, and operational quality.



Job Responsibilities



  • Manage assigned Enterprise accounts and oversee support cases to ensure timely and effective resolution.
  • Engage with key customers your team owns to understand their issues and concerns.
  • Advocate for customer features and requirements within AWS, serving as their voice internally.
  • Participate in customer meetings, both onsite and via phone, to foster strong relationships and resolve complex issues.
  • Utilize key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.
  • Collaborate with customers, stakeholders, engineers, and other teams to determine which support activities move forward and in what priority order.
  • Create metrics to measure team progress, customer experience, solution quality, and operational excellence.
  • Foster a diverse and inclusive working environment that promotes growth and development.


BASIC QUALIFICATIONS



  • Bachelor's degree in Information Science/Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent work experience.
  • 4+ years of managing technical teams.
  • Able to communicate fluently in English, both technically and in business settings.


PREFERRED QUALIFICATIONS



  • External enterprise customer-facing experience as a technical lead, presenting to both large and small audiences.
  • Past experience as a systems administrator, network engineer, or software development engineer.
  • A record of driving projects to improve support-related processes and the technical support experience.


Estimated Salary: $130,000 - $160,000 per year



About Amazon


Amazon is committed to innovation and excellence, offering a dynamic and supportive work environment that fosters growth and development. Join our team and contribute to shaping the future of cloud computing.

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