Amazon Technical Operations Manager Support Engineering 

United States, Kansas 

116962952

Key job responsibilities
•Manage the day-to-day operations of the shift, ensuring the team is staffed and SLA commitments are met.
•Drive personnel management ensuring the engineers have what they need to provide best-in-class support
•Influence Sr. Support Engineers and development teams to improve the customer support experience.
•Propose, drive, and implement initiatives within the support organization to maximize the customer support experience.
A day in the life
As an AWS Support Engineering Manager, you are responsible for ensuring that front line Support engineers are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers.About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life Balance
Sales, Marketing and Global Services (SMGS)

•Bachelor’s degree in Engineering, Computer Science, IT Degree or equivalent experience.
•5+ years of experience managing engineering teams.

•MBA in an engineering or IT related discipline or equivalent experience.
•Technical background and working knowledge of protocols (HTTP, DNS and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
•Technical experience in AWS services.
•Experience working directly with customers and handling large enterprise technical customer escalations.
•Project and program management experience in delivering key business outcomes.