Technical Operations Manager, Support Engineering, Support Engineering - Amazon

Description The AWS Support Engineering team is seeking an experienced Operations Manager, 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 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 "voice of the customer" 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! 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. 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 "voice of the customer" 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! 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. Key job responsibilities Your role and responsibilities will include: - Field technical support inquiries from customers. - Complete analysis and present periodic reviews of operational performance. - Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning. - Make recommendations to customers about how new AWS offerings fit in their company architecture. - Champion and advocate for customer requirements within AWS (be their voice). - Work with some of the leading technologists around the world. - Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible. - The right person will be highly technical, analytical, and have experience managing technical teams. In addition, this person will have a record of driving projects to improve support-related processes and the technical support experience and be passionate about the growth and success of AWS customers. - Strong verbal and written communication skills also a must. A day in the life About AWS Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the 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. Why AWS? 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. Inclusive Team Culture 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 (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth 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. Work/Life Balance 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. About the team About AWS Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the 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. Why AWS? 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. Inclusive Team Culture 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 (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth 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. Work/Life Balance We are open to hiring candidates to work out of one of the following locations: Portland, OR, USA | Seattle, WA, USA Basic Qualifications - Engineering, Computer Science, IT Degree or equivalent experience. - 7+ years' experience in managing engineering teams in high-paced operations environment with 5+years as a senior manager with a track record of success. Preferred Qualifications - Hands on Technical experience in Security technologies - Technical experience in AWS services - Innovative-thinking balanced with a strong - customer and quality focus - MBA or equivalent experience. - Experience handling large enterprise technical customer escalations - Exceptional people leadership and engagement skills and demonstrated ability to inspire and motive large teams of 25- Project and program management experience in delivering key business outcomes - Strong record of driving projects to improve operations and support-related processes and the right technical support experience. 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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,300/year in our lowest geographic market up to $222,200/year in our highest geographic market. Pay is based on a number of factors including market location 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. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.