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Technical Account Manager

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Amazon Full time

Job ID: 2919753 | Amazon Web Services Hong Kong Limited

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; instead, 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.
Within the Enterprise Support team, TAMs contribute significantly to ensuring the success of key enterprise customers in developing applications and services on the AWS platform. Serving as a strategic expert, TAMs offer guidance on the entire journey of AWS services and the customer's architecture. This support extends to addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges. TAMs actively engage at the account level, providing recommendations and proactive advice throughout the entire cloud adoption life cycle.
Every day will bring new and exciting challenges on the job while you:

  • Act as a single point of contact to Enterprise Support customers
  • Make recommendations on how new AWS offerings fit in the company strategy and architecture
  • Complete analysis and present periodic reviews of operational performance to customers
  • Provide detailed reviews of service disruptions, metrics, and detailed prelaunch planning
  • Champion and advocate for customer requirements within AWS (e.g. feature requests)
  • Participate in customer requested meetings (onsite or via phone)
  • Have access and know how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
  • 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
About the team

Sales, Marketing and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

BASIC QUALIFICATIONS

- Being highly technical and analytical, possessing 5 years of technical support or consulting experience.
- Bilingual in Cantonese and English.
- Passion with a high learning drive.
- Ability to tackle various tasks and projects in a fast-moving environment.
- Experience with operational parameters and troubleshooting across two or more of the following technical domains: Web3, GenAI, AI/ML, Compute, Storage, Networking, CDN, Databases, DevOps, Big Data and Analytics, Security, Applications Development in a distributed systems environment.

PREFERRED QUALIFICATIONS

- Experience as a technical lead, internally or externally in a customer-facing role.
- Proficiency in professional oral and written communication, with a record of presenting to audiences containing one or more decision-makers.
- Master's Degree or a related STEM field.
- Proven experience working with large enterprise customers.
- Background in a 24x7 operational services or support environment.
- Track record in influencing management in technical, operational and strategic decisions.
- Hands-on experience with AWS services and/or other cloud offerings.

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.

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