Senior Technical Account Manager, AWS Enterprise Support

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

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? AWS Enterprise Support and Unified Operations Technical Account Managers (TAM) support our customers' creative and transformative spirit of innovation across all technologies - including Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security, and more. This is not a sales role but rather an opportunity to be the principal technical advisor and 'voice of the customer' to organizations ranging from start-ups to Fortune 500 enterprises.

The Role As a TAM you will help craft and execute strategies to drive our customers' adoption and use of AWS services - including EC2, S3, DynamoDB and RDS databases, Lambda, CloudFront CDN, IoT, and many more. Your technical acumen and customer-facing skills will enable you to effectively represent AWS within a customer's environment and drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management. You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices and proactively keep your customers' AWS environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges and help them achieve the greatest value from AWS. This position will require the ability to travel 10% or more as needed.

The TAM is the centerpiece of value to our Enterprise Support and Unified Operations customers. If you wish to be at the forefront of innovation come join us!

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.

Key job responsibilities

- You'll develop strategic engagement plans, working backwards from customer outcomes, challenges and blockers

- You'll advise on solutions, provide technical guidance, and advocate for our customers

- Ensure AWS environments remain operationally healthy whilst reducing cost and complexity

- Develop trusting relationships with customers understanding their business needs and technical challenges

- Using your technical acumen and customer obsession you'll drive technical discussions regarding incidents, trade-offs, and risk management

- Consult with a range of stakeholders from developers through to C-suite executives

- Collaborate with AWS Solutions Architects, Business Developers, Professional Services Consultants, and Sales Account Managers

- With a bias for action you'll proactively find opportunities for customers to gain additional value from AWS

- Provide detailed reviews of service events, monthly and quarterly metrics, detailed pre-launch planning

- Solve a variety of problems across different customers as they migrate their workloads to the cloud

Basic qualifications

- 5+ years of technical engineering experience

- 5+ years of experience in design/implementation/operations/consulting with distributed applications and infrastructure

- Experience in a similar role as a Technical Account Manager, Consultant, Solutions Architect, Platform Engineer, Systems Engineer, Cloud Architect etc.

- Understand operational parameters and troubleshooting for four (4) of the following, deep in at least one (1): Security & Compliance / Resilience & Reliability / Operational Excellence & Observability / Cost Optimisation & FinOps / Operations for AI & AI for IT Operations.

- External customer-facing experience with the ability to communicate across technical and non-technical audiences, including executive level stakeholders or clients

- Ability to juggle tasks and projects in a fast-paced environment

Preferred qualifications

- Experience in internal enterprise or external customer-facing environment as a technical lead

- Professional experience with AWS and/or other cloud offerings such as Azure, Google Cloud Platform etc.

- Programming or scripting skills with a combination of Java, Python Perl, Ruby, C#, and/or PHP a plus but not a requirement

- Previous experience as a Software Engineer, Developer, Solution Architect, DevOps Engineer, etc.

- Understanding of DevOps practices and tools, including: Continuous Integration / Deployment, Puppet, Docker, Kubernetes, Chef etc.

- 10+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience

- Bachelor's degree, or Associate's degree or above

- Cloud Technology Certification (such as Solutions Architecture, Cloud Security Professional or Cloud DevOps Engineering)

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