Technical Operations Manager, AWS Support

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. Our customer-facing engineers resolve technical issues ranging from EC2 Linux general guidance to complex Big Data configuration and 3rd party integration issues. The role involves coaching/mentoring new hires, developing & presenting training, partnering with development teams, participating in hiring, writing tools/scripts, and working on process improvement and strategic initiatives. As the "voice of the customer," engineers have a strong input into development teams for recurring issues or feature requests. The team operates on a follow-the-sun model with no after-hours on-call or mandated overtime.

Key responsibilities include:

• Field technical support inquiries from customers
• Analyze and review operational performance
• Provide detailed reviews of service disruptions, metrics, and prelaunch planning
• Make recommendations to customers about AWS offerings
• Champion customer requirements within AWS
• Work with leading technologists worldwide
• Collaborate with Amazon Web Service engineers to resolve customer issues
• Drive projects to improve support-related processes and technical support experience

The ideal candidate will be highly technical, analytical, and have experience managing technical teams. They should have a record of driving process improvement projects and be passionate about AWS customer success. Strong verbal and written communication skills are essential.

This role offers diverse experiences, an inclusive team culture, mentorship & career growth opportunities, and a focus on work-life harmony. AWS values diverse backgrounds and encourages applications from candidates with non-traditional career paths.