Job ID: 2774690 | Amazon Web Services Colombia S.A.S. 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 AWS 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. ABOUT AWS: Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Why AWS Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and Career Growth We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional. 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. Posted: September 6, 2024 Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. #J-18808-Ljbffr
