About the role
Senior Technical Account Manager role within AWS Enterprise Support, acting as strategic cloud advisor to enterprise customers. Responsible for guiding cloud adoption lifecycle, resolving complex incidents, and ensuring customer success on AWS platform while requiring Mandarin language skills for client engagement.
TechnologyOnsiteSolutions Architect
Key Responsibilities
- Champion and advocate for 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 deep reviews of service disruptions, metrics, detailed prelaunch planning
- Participate in customer requested meetings (onsite or remote)
- Has access and knows how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
- Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible
- Act as incident manager for complex or large impact incident
Requirements
- 5+ years of technical engineering experience
- Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
- Proficiency in Mandarin is required as the role involves liaising with Mandarin-speaking clients/business partners/stakeholders/customers who predominantly communicate in Mandarin
- Experience in a 24x7 operational services or support environment
- Experience in internal enterprise or external customer-facing environment as a technical lead
- Experience with AWS services or other cloud offerings