Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) 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 assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities. The AWS Premium Support team is seeking an experienced Operations or Product Support Manager based in Seattle to lead a team of 15-20 Support Engineers providing world class support on all AWS offerings (http://aws.amazon.com/). Our customer facing engineers resolve customer technical issues ranging from EC2 Linux general guidance through technical deep-dives
· 10+yrs experience of increasing responsibility in a technical support or technical customer-facing role. · 5+yrs experience managing technical teams with significant personnel management experience and examples (developing engineers into managers, managing out poor performers, building teams). · Direct customer support experience, preferably at the executive and C-level. · Data and metrics driven focus, both qualitative and quantitative. · Persuasive communication, both verbal and written. · Strong analytical background, comfortable in ambiguous situations. · “Lives” Amazon leadership principles