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Sr. Technical Account Manager

Sr. Technical Account Manager

Job ID 
Posted Date 
Amazon Web Services, Inc.
Position Category 
Operations, IT, & Support Engineering
Recruiting Team 

Job Description

Amazon Web Services (AWS) is a dynamic and rapidly growing business within Amazon, with over a million active customers in 190 countries. In 2016, we launched more than 1,000 new services and creative features! As a growing number of large enterprises move their critical systems to the cloud, we are in need of top technical talent to help our largest customer navigate the operational challenges of cloud computing.
In this role, you will have the opportunity to help craft and execute a strategy to build focus to the broad use of Amazon Web Services (including Amazon EC2, Amazon S3, Amazon DynamoDB & RDS databases, and many more) within organizations ranging from large enterprise and U.S. Government customers. If you possess customer facing skills that would enable you to represent AWS well within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, standard methodologies, and risk management, then your just what we're looking for. You should also attest to the ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in our cloud.
As a Senior Cloud Technical Account Manager, you will be the primary technical point of contact for one or more customers helping to plan, debug, and lead ongoing operations of business critical applications. You will get into the details, fixing applications, network, database, and architectural challenges using a suite of internal AWS tools as well as your existing knowledge and toolkits. You'll work hand-in-hand with senior executives on opportunities to improve the customers’ IT landscape. In this role, you will also act as the voice of the customer within AWS to help advance problems and to drive prioritization of critical needs for our customers. We are looking for someone who embraces their passion for customer care.
Responsibilities: Every single day, you will bring new and exciting challenges on the job while you:
  • Engage with Director and C-Level executives to understand mission needs
  • Assist in Design/Architecture of AWS and hybrid cloud solutions
  • Help define IT and business processes that work well with cloud deployments
  • Work hands-on with customer engineering teams to develop, migrate, and debug application issues
  • Fix technical issues and drive critical customer concerns with AWS Service teams
  • Demonstrate knowledge of your customers’ environments to support engineers and service teams in better serving your customers
  • Craft analysis and present periodic reviews of operational performance to customer leadership
  • Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
  • Make creative recommendations on how new AWS offerings fit in the company architecture
  • Encourage and advocate for customer requirements within AWS (be their voice and be heard)
  • Contribute to customer requested meetings onsite or via phone
  • Be in touch with all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
  • Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
  • Work with some of the leading technologists around the world to enhance our product

Basic Qualifications

  • 7+ years design/implementation/operations/consulting experience of distributed applications
  • 2+ years hands-on systems administration / networking / troubleshooting skills
  • Previous customer facing experience as a technical lead
  • Presentation skills; experience presenting to both large and small audiences
  • Bachelor’s degree required; Computer Science or Math background; working knowledge of software development practices and technologies
  • Ability to travel to client locations as needed
Experience in the following areas:
  • Software design or development
  • Content Distribution / CDN
  • Scripting / Automation
  • Database Architecture
  • IP Networking
  • IT Security
  • BigData / Hadoop
  • Systems Administration (Linux and/or Windows)
  • Operations Management
  • Service Oriented Architecture

Preferred Qualifications

Preferred Qualifications
  • 10+ years IT/Technical Industry experience
  • Experience with AWS offerings
  • Experience working directly with Enterprise customers in a collaborative environment
  • Advanced degree
  • Experience handling multiple tasks and projects in a dynamic environment
  • Comfortable adapting to new technologies and can learn quickly
  • Extraordinary customer focus and bias for action
  • Ability to foster effective relationships with our satisfied customers through being trustworthy
This position requires that applicant selected be a U.S. citizen and obtain and maintain a TS/SCI US Government clearance with polygraph. TS/SCI eligibility is not required to start; however, the applicant selected will be subject to a Single-Scope Background Investigation (SSBI) and meet eligibility requirements for access to classified national security information. Applicants with a current SSBI, SBPR, or PPR, may be eligible for crossover in accordance with ICPG 704.4.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.