Operations Manager, Aws Support

3+ months agoPortland, OR


ABOUT US has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and # 1 in Customer Service. Amazon's technology business is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team, you will be at the forefront of this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.

Amazon has a fast-paced environment where we "Work Hard, Have Fun, Make History." On a typical day, a / Engineer might thoughtfully work with customers to dive deep into the root cause of an issue, investigate why a metric is trending the wrong way or a deployment is failing, consult with a diverse range of engineers at Amazon and discuss radical new approaches to automate operational issues.


The AWS Premium Support team is seeking an experienced Operations or Support Manager based in Portland, OR to lead a team of 15-20 Support Engineers providing world-class support on all AWS offerings ( Our customer facing engineers resolve customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.

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.

• Key expectations of the AWS Support Manager include: 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.


• Bachelor's degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position.
• 3+yrs experience as an engineer.
• May have served as team leads, escalation points or served as mentor. Experience working directly with customers
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired
• Demonstrated ability to understand service architecture and operational parameters, and or cloud technology.
• Ability to effectively handle escalations.


• Knowledge of AWS and Computing concepts (preferred experience with AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks)
• Experience working for a global company (we utilize a follow-the-sun model with 8 teams in 6 countries, minimizing on-call duties)
• Strong analytical background, comfortable in ambiguous situations.
• Data and metrics driven focus, both qualitative and quantitative.
• 1-3 years of direct customer support experience. Able to make connections to improve systems and their operational efficiency.
• Hands on management experience (developing engineers into managers, building teams).
• Ability to analyze and leverage data and metrics driven focus, both qualitative and quantitative.

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

Job ID: Amazon-1466347