Technical Account Manager- Networking

2 days ago

London, United Kingdom ENGINEERINGUK Full time

Technical Account Manager , ES - SI - MNE
DESCRIPTION
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, 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 TAM role is not directly hands on keyboard within the customer's environment for troubleshooting customer support issues, rather you will work with appropriate engineers and service teams to see issues through to resolution. More importantly you will work proactively to help craft and execute strategies to drive our customers' adoption and use of AWS services, including EC2, S3, DynamoDB & 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 customers. If you wish to be at the forefront of innovation, come join us
Key job responsibilities
- Develop trusting relationship with customers, understand their business needs / drivers, review service disruptions, provide monthly / quarterly metrics and assist with pre-launch planning.
- Utilize technical skills to solve difficult support issues and technical challenges.
- Understand operational parameters and troubleshooting process for customer issues and escalations.
- Advocate for customer needs to overcome adoption blockers and drive new feature development.
- Improve customer capabilities by running workshops, operations and architecture reviews.
- Ensure AWS environments remain operationally healthy whilst reducing costs and driving efficiencies to mitigate risks in customer operations plans and product adoption.
- Work with customers across all levels from developers through to C-Suite executives.
- Collaborate across multiple functions within AWS, such as: Solutions Architects, Business Developers, Professional Services Consultants, Global TAM teams and Sales Account Managers.
BASIC QUALIFICATIONS
- 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.
- Experience in technical engineering.
- 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.
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