Senior Technical Account Manager, AWS Enterprise Support

About the role

AWS Enterprise Support and Unified Operations Technical Account Managers (TAM) act as the principal technical advisor and voice of the customer for enterprise customers, from start-ups to Fortune 500 companies. The role is not sales; it is about helping customers adopt and use AWS services such as EC2, S3, DynamoDB, RDS, Lambda, CloudFront, IoT and more, and driving discussions with senior leadership on incidents, trade-offs, support and risk management. Travel of 10% or more is required.

Key responsibilities

• Develop strategic engagement plans based on customer outcomes, challenges and blockers
• Advise on solutions, provide technical guidance and advocate for customers
• Keep AWS environments operationally healthy while reducing cost and complexity
• Build trusting relationships by understanding business and technical needs
• Drive technical discussions on incidents, trade-offs and risk management with stakeholders from developers to C-suite executives
• Collaborate with Solutions Architects, Business Developers, Professional Services Consultants and Sales Account Managers
• Proactively identify ways for customers to gain more value from AWS
• Review service events, monthly and quarterly metrics, and detailed pre-launch planning
• Solve problems across customers migrating workloads to the cloud

Required profile

• 5+ years of technical engineering experience
• 5+ years in design, implementation, operations or consulting with distributed applications and infrastructure
• Experience in a similar role such as Technical Account Manager, Consultant, Solutions Architect, Platform Engineer, Systems Engineer or Cloud Architect
• Deep knowledge of operational parameters and troubleshooting in at least one of: Security & Compliance, Resilience & Reliability, Operational Excellence & Observability, Cost Optimisation & FinOps, or Operations for AI
• Customer-facing experience communicating with technical and non-technical audiences, including executives
• Ability to handle multiple tasks in a fast-paced environment

Required skills

• Preferred: professional experience as a technical lead, and previous experience as a Software Engineer, Developer, Solution Architect or DevOps Engineer
• Preferred: understanding of DevOps practices and tools such as CI/CD, Puppet, Docker, Kubernetes and Chef
• Preferred: programming skills in Java, Python, Perl, Ruby, C# or PHP
• Preferred: cloud certifications such as Solutions Architecture, Cloud Security Professional or Cloud DevOps Engineering