Job Description

DESCRIPTIONABOUT US
Amazon.com has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and # 1 in Customer Service. Amazon\'s technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.Amazon has a fast-paced environment where we \xe2\x80\x9cWork Hard, Have Fun, Make History.\xe2\x80\x9d On a typical day, an Engineer might thoughtfully work with customers to dive deep into the root cause of an issue, investigate why a metric is trending the wrong way or a deployment is failing, consult with a diverse range of engineers at Amazon and discuss radical new approaches to automate operational issues.ROLE DESCRIPTION
The AWS Premium Support team is seeking an experienced Operations Manager, located in the Mountain Time (MT) or Pacific Time (PT) zones to virtually lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings ( ). Our customer facing engineers resolve customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.Apart from working on a broad spectrum of technical issues, an AWS Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.Our Engineers are also the \xe2\x80\x9cvoice of the customer\xe2\x80\x9d and have a strong voice into the development teams for recurring issues or feature requests. As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role! Go forth and have the work-life balance you have always dreamed of!A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.Your role and responsibilities will include:
As an AWS Support Engineering Manager, you are responsible for ensuring that front line Support engineers are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers.Key expectations of the AWS Support Manager include:
\xc2\xb7 Manage the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.
\xc2\xb7 Drive personnel management ensuring the engineers have what they need to provide best-in-class support
\xc2\xb7 Influence Sr. Support Engineers and development teams to improve the customer support experience.
\xc2\xb7 Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.BASIC QUALIFICATIONS\xc2\xb7 Bachelor\'s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent
\xc2\xb7 Experience in a technical position.
\xc2\xb7 3+yrs experience as an engineer.
\xc2\xb7 May have served as team leads, escalation points or served as mentor. Experience
\xc2\xb7 working directly with customers
\xc2\xb7 Demonstrated ability to understand service architecture and operational parameters, and or cloud technology.
\xc2\xb7 Ability to effectively handle escalations.PREFERRED QUALIFICATIONS\xc2\xb7 Knowledge of AWS and Computing concepts (preferred experience with AWS Elastic Beanstalk, AWS Cloud Formation or AWS OpsWorks)
\xc2\xb7 Strong analytical background, comfortable in ambiguous situations.
\xc2\xb7 Data and metrics driven focus, both qualitative and quantitative.
\xc2\xb7 1-3 years of direct customer support experience
\xc2\xb7 Hands on management experience (developing engineers into managers, building teams).
\xc2\xb7 Ability to analyze and leverage data and metrics driven focus, both qualitative and quantitative.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.The base salary for this position ranges from $91,800/year up to $153,300/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

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