MANAGER, AWS CLOUD SUPPORT

US-VA-Herndon
8 months ago
Job ID
505217
Amazon Web Services, Inc.
Position Category
Customer Service

Job Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We are seeking an Operations Manager with strong operational, leadership and technical skills to lead a team of engineers responsible for supporting a wide range of customers. Your team will:
  • Field technical support inquiries from customers.
  • Complete analysis and present periodic reviews of operational performance.
  • Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning.
  • Make recommendations to customers about how new AWS offerings fit in their company architecture.
  • Champion and advocate for customer requirements within AWS (be their voice).
  • Work with some of the leading technologists around the world.
  • Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible.

Basic Qualifications

  • The right person will be highly technical, analytical, and have experience managing technical teams.
  • Must be passionate about the growth and success of AWS customers.
  • Must have a record of driving projects to improve support-related processes and the technical support experience.
  • Strong verbal and written communication skills.
  • The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
  • Technical degree required; Computer Science or Math background highly desired; working knowledge of software development practices and technologies highly desired.

Preferred Qualifications

  • Deep experience with AWS service offerings
  • Experience with web services
  • Past experience as a systems administration, network engineer, or software development engineer
  • Flexible work schedules (weekends and/or evenings when required)
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