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Support Engineering Operations Leader
3 months ago
ABOUT US
Amazon has established a reputation for excellence, being recognized as one of the most admired and innovative companies globally. Our technology division continues this legacy by leading advancements in Cloud technologies. As a member of the AWS Support team, you will engage with top-tier companies and collaborate with engineers at Amazon, driving transformative technology solutions. You will work alongside passionate individuals who prioritize world-class support as a cornerstone of customer success. AWS Support offers technical assistance to a diverse clientele developing mission-critical applications on AWS services.
Amazon fosters a dynamic work environment where we embrace the motto: "Work Hard, Have Fun, Make History." On any given day, an engineer may engage with customers to analyze the root causes of issues, investigate performance metrics, or consult with fellow engineers on innovative solutions to operational challenges.
ROLE DESCRIPTION
The AWS Premium Support team is on the lookout for a seasoned Operations Manager to lead a team of 15-20 Support Engineers in delivering exceptional support across all AWS offerings. Our customer-facing engineers tackle a wide range of technical challenges, from general guidance on EC2 Linux to intricate Big Data (EMR, Data Pipeline) configurations and third-party integrations. Additionally, support engineers often create their own tools and collaborate closely with peers in product development.
In addition to addressing a variety of technical issues, an AWS Engineer may also mentor new hires, develop and deliver training sessions, collaborate with development teams on complex problems, participate in recruitment efforts, and contribute to process enhancements and strategic initiatives.
Our engineers serve as the "voice of the customer," providing valuable insights to development teams regarding recurring issues and feature requests. Operating on a follow-the-sun model, with Premium Support locations worldwide, this role does not require after-hours on-call duties or mandatory overtime, allowing for a healthy work-life balance.
Key Responsibilities:
As an AWS Support Engineering Manager, your primary responsibility will be to ensure that frontline Support Engineers are equipped for success. You will set productivity and quality standards, shape team culture, manage performance expectations, provide coaching and feedback, and conduct regular one-on-ones focused on enhancing customer satisfaction. You will monitor real-time service levels and adherence to schedules while serving as a leader for escalated issues.
Key Expectations:
• Oversee daily operations, ensuring team staffing and SLA commitments are met.
• Manage personnel effectively, ensuring engineers have the resources needed for top-tier support.
• Collaborate with Senior Support Engineers and development teams to enhance the customer support experience.
• Propose and implement initiatives within the support organization to optimize customer interactions.
BASIC QUALIFICATIONS
• Bachelor's degree in Information Science, Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent experience.
• Proven experience in a technical role.
• Minimum of 3 years in an engineering capacity.
• Experience in team leadership, serving as an escalation point, or mentoring others.
• Direct experience working with customers.
• Strong understanding of service architecture and operational parameters, particularly in cloud technology.
• Proven ability to manage escalations effectively.
PREFERRED QUALIFICATIONS
• Familiarity with AWS and computing concepts (experience with AWS Elastic Beanstalk, AWS Cloud Formation, or AWS OpsWorks is preferred).
• Strong analytical skills, comfortable navigating ambiguous situations.
• Data-driven focus, both qualitative and quantitative.
• 1-3 years of direct customer support experience.
• Hands-on management experience, including developing engineers into leaders and building teams.
• Ability to analyze and leverage data for informed decision-making.
Amazon is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.
