Technical Account Manager - AWS Enterprise Support

Description

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.

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 - 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.

Based in the United States you will provide bilingual AWS technical support to Mandarin-speaking enterprise customers who have established or are expanding their presence in the US market. These customers span industries including E-commerce, Gaming, FinTech, AI/ML, SaaS, and Social Media. You will work closely with Account Team and AWS Support and Service teams to deliver exceptional customer outcomes.

Full professional proficiency in Mandarin (speaking and writing) is required for this role. Strong working proficiency in English is also required. You will ensure customers receive seamless technical support in their preferred language while navigating the US AWS infrastructure landscape.

This is an exciting time to join - our customers are rapidly adopting Generative AI and AI/ML services on AWS, from Amazon Bedrock and SageMaker to custom model training on GPU infrastructure. As a TAM you will be at the forefront of helping customers navigate this transformation guiding them on architecture operational readiness and best practices for AI workloads in production. You will also leverage AI-powered tools in your own workflow to deliver faster more proactive support.

Key job responsibilities
• Act as a single point of contact for Enterprise Support customers building trusted advisor relationships
• Provide strategic technical guidance across the full cloud adoption lifecycle - from migration planning to operational optimization
• Make recommendations on how new AWS offerings (including GenAI AI/ML) fit into customer strategy and architecture
• Complete analysis and present periodic reviews of operational performance to customers
• Provide detailed reviews of service disruptions metrics and prelaunch planning
• Champion and advocate for customer requirements within AWS (e.g., feature requests, service improvements)
• Participate in customer meetings (onsite or remote) and maintain regular engagement cadence
• Leverage customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Work directly with AWS service engineers to ensure customer issues are resolved expediently
• Collaborate with internal teams including DSE SBAS and account teams to deliver holistic support
• Available for non-business hours support to handle urgent issues and critical events

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

- Bachelor's degree or equivalent
- 3+ years of technical engineering experience
- 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

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 opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.