Sr. Technical Account Manager, CMHK 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.

AWS is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

We are looking for technology thought-leaders who build long lasting and influential relationships at all levels of an organization.

Amazon has a history and tradition of leading the world in Web-related technologies and services. Now with Amazon Web Services (AWS) you have the chance to join the team as they help individuals and businesses take their computing infrastructures and applications into "the Cloud". As a member of the Amazon Web Services Enterprise Support team you will be at the forefront of Cloud technologies.

The Technical Account Manager (TAM) functions as part of the Enterprise Support team to ensure key enterprise customer success in building applications and services on the AWS platform. The TAM provides assistance to the customer as a strategic expert on the full line of AWS services and the customer's architecture in support of strategy questions, project and launch planning, and ongoing operational issues.

You will support a portfolio of enterprise customers with broad and demanding technical environments spanning compute networking data and increasingly AI/ML workloads. Many of these customers run accelerated compute at scale for distributed training and inference so experience with GPU/AI infrastructure is valuable - but this role is equally about technical breadth: helping customers make sound architecture decisions across their whole estate and raising the operational bar of the teams around you.

TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the cloud adoption life cycle. Every day will bring new and exciting challenges on the job while you:

* Champion and advocate for Enterprise Support customers * Be excited about cross-team and cross-org collaboration * Make recommendations on how new AWS offerings fit in the company strategy and architecture * Complete analysis and present periodic reviews of operational performance to customer * Provide deep reviews of service disruptions, metrics, and detailed prelaunch planning * Participate in customer requested meetings (onsite or remote) * Have access to and know how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns * 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 * Act as incident manager for complex or large impact incident

Key job responsibilities

• Support customers running large-scale AI/ML training workloads on accelerated compute instances providing architecture guidance and operational best practices

• Collaborate with AWS service teams to resolve complex infrastructure issues impacting customer workloads, driving root cause analysis and proactive risk mitigation

• Advise on capacity planning, performance optimization, and infrastructure readiness for customers adopting next-generation compute

• Mentor and guide other TAMs raising the bar on technical depth and customer engagement quality; turn patterns observed across customer engagements into reusable frameworks and runbooks the wider team can adopt

• Lead cross-functional initiatives with Solutions Architects, Account Managers, and AWS service teams to deliver integrated customer outcomes About the team 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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

- 5+ years of experience in a technical role (e.g., systems engineering, DevOps, ML infrastructure, solutions architecture, or software development)

- Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment

- Proficiency in Mandarin is required as the role involves liaising with Mandarin-speaking clients/business partners/stakeholders/customers who predominantly communicate in Mandarin.

Preferred qualifications

- Experience in a 24x7 operational services or support environment

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

- Experience with AWS services or other cloud offerings

- Experience with AI/ML technologies - e.g., Amazon Bedrock, SageMaker, large language models, RAG architectures, fine-tuning, or large-scale GPU training/inference workloads

- Experience supporting GPU/HPC or AI/ML workloads in a cloud or data center environment

- Familiarity with distributed training frameworks, high-performance networking, or container orchestration in accelerated compute environments

- Experience leading or mentoring a technical team, or owning the technical direction of a team's work

- Experience developing others - onboarding, coaching, or growing the technical capability of peers

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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