AWS Enterprise Support Specialist

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Amazon Web Services Hong Kong Limited Full time
About the Role

As a Technical Account Manager at Amazon Web Services (AWS), you will play a pivotal role in helping customers maximize the value and benefits of our services and Generative AI solutions. Your expertise will be crucial in fostering 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, but rather an opportunity to serve as the primary technical advisor and 'voice of the customer' for organizations ranging from start-ups to Fortune 500 enterprises. As a Technical Account Manager, you will contribute significantly to ensuring the success of key enterprise customers in developing applications and services on the AWS platform. You will offer guidance on the entire journey of AWS services and the customer's architecture, addressing strategy-related queries, aiding in project and launch planning, and resolving operational challenges.

As you embark on this journey, you will engage at the account level, providing recommendations and proactive advice throughout the entire cloud adoption life cycle. This will include acting as a single point of contact to Enterprise Support customers, making recommendations on how new AWS offerings fit in the company strategy and architecture, and providing detailed reviews of service disruptions, metrics, and detailed prelaunch planning. You will also champion and advocate for customer requirements within AWS, participate in customer-requested meetings, and have access to all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.

We are open to hiring candidates to work out of one of the following locations. The ideal candidate will possess 5 years of technical support or consulting experience, be bilingual in Cantonese and English, and have a passion with a high learning drive. They will also be able to tackle various tasks and projects in a fast-moving environment and have experience with operational parameters and troubleshooting across two or more of the following technical domains: GenAI, AI/ML, Compute, Storage, Networking, CDN, Databases, DevOps, Big Data and Analytics, Security, Applications Development in a distributed systems environment.

Key Responsibilities
- 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 customer
- Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
- Champion and advocate for customer requirements within AWS
- Participate in customer-requested meetings
- Has access and knows 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

What We Offer
- Opportunity to work with leading technologists and engineers
- Access to all key customer resolution tools across all service groups
- Opportunity to work with a diverse range of customers and technologies
- Opportunity to contribute to the growth and development of AWS Enterprise Support

Requirements
- 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: GenAI, AI/ML, Compute, Storage, Networking, CDN, Databases, DevOps, Big Data and Analytics, Security, Applications Development in a distributed systems environment

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