Technical Account Manager, 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.

*This role requires excellent language proficiency in Mandarin and English* Would you like to join one of the fastest-growing teams within Amazon Web Services (AWS)? Join us in helping customers across all industries to maximize the value and benefits of AWS services and Generative AI solutions.

As a Technical Account Manager (TAM) in AWS Enterprise Support, you will play a crucial role in fostering our customers' innovative and transformative endeavors across various technologies, including GenAI, AI/ML, Compute, Storage, Database, Big Data, Application-level Services, Networking, Serverless, Deployment, Security, and more. This is not a sales role; instead, it offers you the opportunity to serve as the primary technical advisor and 'voice of the customer' for organizations ranging from start-ups to Fortune 500 enterprises.

Within the Enterprise Support team, TAMs contribute significantly to ensuring the success of key enterprise customers in developing applications and services on the AWS platform. Serving as a strategic expert, TAMs offer guidance on the entire journey of AWS services and the customer's architecture. This support extends to addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges. TAMs actively engage at the account level providing recommendations and proactive advice throughout the entire cloud adoption life cycle.

Every day will bring new and exciting challenges on the job while you:

Act as a single point of contact to Enterprise Support customers Make recommendations on how new AWS offerings fit in the company strategy and architecture Complete analyses and present periodic reviews of operational performance to customer Provide detailed reviews of service disruptions metrics detailed prelaunch planning Champion and advocate for customer requirements within AWS (e.g. feature request) Participate in customer requested meetings (onsite or via phone) Have access 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 Available during non-business hours to handle urgent issues 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.

***PLEASE NOTE THAT THIS ROLE REQUIRES BOTH ENGLISH & MANDARIN PROFICIENCY***

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

- Experience in technical engineering

- 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

- Bachelor's degree

Preferred qualifications

- Experience with AWS services or other cloud offerings

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

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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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.