DESCRIPTION Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? At AWS Enterprise Support, we're looking for an Enterprise Support Manager who enjoys solving problems, working with customers, and has a background from a variety of different fields. Key Job Responsibilities The Enterprise Support Manager is in charge of Technical Account Managers working on technical support solutions for external business customers. Your team works with existing customers and maintains those relationships. As the manager, you are accountable for the customer technical support experience, case escalations, customer platform resilience, and operational quality. A Day in the Life Manage assigned Enterprise accounts and oversee support cases. Engage with key customers your team owns and understand the issues they face. Advocate for customer features and requirements within AWS (be their voice internally). Participate in customer meetings (onsite or via phone). Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns. Partner with customers, stakeholders, engineers, and other teams to determine which support activities move forward and in what priority order. Define metrics to measure team progress, customer experience, solution quality, and operational excellence. Foster a diverse and inclusive working environment. About the Team Sales, Marketing and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest-growing small- and mid-market accounts to enterprise-level customers including the public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. 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 managing technical teams. Able to communicate fluently in English, within technical and 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. Record of driving projects to improve support-related processes and the technical support experience. #J-18808-Ljbffr