Leader, Support Engineering - Amazon Web Services

Amazon Web Services
 Dallas, TX


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.

AWS Support Engineering provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a senior member of the AWS Support Leadership 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.


As a Senior Leader, you will inspire and lead Managers to provide exceptional leadership & management needs for our growing number of engineers. You will have a love for cloud technology and operational excellence, to provide our customers with an exceptional experience and service. You have exceptional people management skills and demonstrated ability to deliver through others. You will be able to effectively engage with all levels of the organization to deliver key outcomes for the business.

You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service. You will own the strategic direction and deliver on key customer initiatives to continually develop and drive best practice into the Support business.


Strategic Planning and Execution

You will develop the strategic plan to achieve the business objectives for your operations. You will define, plan, document and execute to deliver on initiatives to achieve the customer outcomes. You will continually track and drive the progression of the initiative outcomes against goals to ensure that the team remains unblocked and focused.

Incident and Escalations Management

You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations Management Team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools and processes and providing feedback on new practices and procedures in order to scale with the rapid expansion of the AWS services and customer base.

Team and Performance Management

You will own all facets of performance and career management for the team. You will hold regular team meetings, quarterly All Hands, and Regular one on one meetings with all team members are required.

You will be expected to mentor and drive excellence in all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions. You will own and be accountable for the output and performance of your team. You will drive continuous improvements to the team by developing and managing performance for the entire team.


You will own and drive the engagement levels of staff to create a highly focused team that is known for its innovation and ability to execute. You will ensure that you listen to feedback and continually drive improvements to staff working environments to engage with individuals and the teams.

Operational Excellence

You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams. You will have high performance standards that you will drive continuous improvement across the business.

Recruiting and Hiring

You will take the lead in hiring quality talent who not only fit the needs of the current organization but will also allow the team to scale with our customer and service growth. . You will own and drive recruitment and hiring activities that will enable scale and ensure that all targets are achieved.

You will evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.

Senior Leadership and Customer engagement and communication

You will engage with key senior stakeholders to deliver exceptions outcomes for customers. You will drive innovative solutions with partners and key stakeholders aligned to business and customer outcomes. You will remove road blocks at a senior level to ensure alignment across the business.

You will lead the engagement with customers directly to drive understanding and improved service levels to customers. You will manage and be the accountable person for key customer performance outcomes. You will be proactive and reactive in the engagement of customers at senior levels within the customer’s organization.

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.

Basic Qualifications

· Engineering, Computer Science, IT Degree or equivalent experience.

· 10+ years’ experience in managing technical/engineering teams in high-paced operations environment

· 5+ years as a senior manager, including managing managers

Preffered Qualifications

· Technical experience in AWS services (Linux, Big Data, Storage Content, etc.).

· 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 motivate large teams of 50+.

· 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.

· Meets/exceeds Amazon’s leadership principles requirements for this role

· Meets/exceeds Amazon’s functional/technical depth and complexity for this role