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Amazon · 3 days ago

Sr. Technical Account Manager (Enterprise), Global Enterprise Services

Arlington, Virginia, USA

Full-time

Onsite

Senior Level

$152K/yr - $263K/yr

5+ years exp

Amazon is seeking a Sr. Technical Account Manager to join their Global Enterprise Services organization, focusing on supporting their North American enterprise customer base. The role involves serving as the primary technical point of contact for Fortune 500 enterprises and telecommunications providers, ensuring optimal performance and technical success of Amazon Leo service delivery.

Artificial Intelligence (AI)DeliveryE-CommerceRetail

No H1B

U.S. Citizen Only

Responsibilities

Serve as primary technical point of contact for enterprise customers post-launch, ensuring optimal performance and technical success of Amazon Leo service delivery

Provide proactive technical guidance to customer technical teams, monitoring performance metrics and conducting regular technical reviews to maintain high service delivery standards

Coordinate engineering support resources and drive technical optimization initiatives across customer deployments

Manage technical support processes for customer-reported issues, ensuring rapid resolution and maintaining customer confidence in Amazon Leo technical capabilities

Engage customers and their field teams in technical workshops and focused meetings to communicate technical best practices and post-sales support protocols

Develop and refine customer-facing technical collateral, integration guides, and troubleshooting documentation

Work closely with Customer Delivery Managers to align technical operations with business objectives while maintaining Amazon Leo's high standards for system performance

Identify opportunities to improve customer technical capabilities through training, certification programs, and technical enablement initiatives

Coordinate with Customer Delivery Engineers (CDEs) for complex customer integrations requiring custom technical solutions

Enable rapid problem-solving protocols through direct operational integration and coordination with internal engineering teams

Qualification

Networking experienceSatellite communications experienceTechnical support experienceBSS/OSS integrationAWS certificationSCADA systems experienceTelemetry monitoringCustomer-facing skillsCommunication skillsProblem-solving skills

Required

3+ years of networking and troubleshooting experience

3+ years of satellite communications ground systems and operations experience

Experience in networking and troubleshooting

Experience in management of technical, enterprise customer facing resources or equivalent

5+ years of technical support or consulting experience in customer-facing roles

Understanding of BSS/OSS integration patterns, API connectivity, and system integration architectures for telecommunications service providers

Ability to organize and manage various technical support activities across multiple customer accounts in a fast-moving environment

Preferred

Experience in external enterprise customer-facing role as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences

Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders

Bachelor's degree in a STEM field

Experience with mission-critical, 24x7 operations

Experience contributing to engineering discussions around technology decisions and strategy related to a product

AWS certification, such as, AWS Solutions Architect, or a similar cloud certification

Bachelor's degree, or CCNA or equivalent level networking certification

Knowledge of AWS Infrastructure

2+ years of SCADA systems and KPI's experience

Experience conducting classroom training for related technology products and services

Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk

Experience triaging security alerts, front-line analysis, and escalation

Experience with quality and metrics processes

Proven experience working with Fortune 500 enterprises or large telecommunications providers