COMPLETE Technical Account Manager, Enterprise Support - Kuala Lumpur

Job Description

Do you love to work with customers and help them solve challenges using technology? Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS)?

AWS Enterprise Support team is seeking Customer Advisors or “Technical Account Managers (TAMs)” to join our Enterprise Support team in Malaysia. TAMs are advocates for their customers and work closely with them to provide support and advice on how they can leverage the most value from AWS. You will work with some of the best and brightest, while developing your skills and furthering your career within one of the most innovative and progressive technology companies.

As a TAM, you will help craft and execute strategies to drive customer adoption and use of AWS services, including EC2, S3, DynamoDB & RDS databases, Lambda, Cloud Front CDN, IoT and much more. Your technical acumen and customer-facing skills will enable you to effectively represent AWS within a customer’s environment, and drive discussions with senior leadership regarding incidents, trade-offs and risk management. You will provide advocacy and strategic technical direction to help plan and build solutions using standard methodologies, and enthusiastically keep your customers’ AWS environments operationally healthy. The close relationships developed with your customers will empower you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS.

In this role, you will:
- Provide field support to resolve inquiries from Enterprise customers regarding AWS service or Cloud
- Complete analysis and present periodic reviews of operational performance to customer
- Partner with some of the most exciting businesses in Malaysia. These range from rising startups building their business from scratch through to large enterprises going through significant transformation.
- Build customer support strategies that help customers leverage value from AWS and actively work to reduce their AWS bills
- Own your customer’s end-to-end support experience, working with product teams and local leadership to unblock challenges
- Lead technical discussions with senior leadership regarding incidents, trade-offs, and risk management
- Foster trusting relationships with customers, understanding their business needs and technical challenges
- Become an expert on AWS and deepen your skills in cloud computing
- Work autonomously and passionately to create positive customer outcomes


Key job responsibilities
Act as a single point of contact to AWS customers who have purchased Enterprise support

Make recommendations on how AWS offerings fit in the company strategy and architecture

Complete analysis and present periodic reviews of operational performance to customer

Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning

Champion and advocate for customer requirements within AWS (e.g. feature request)

Participate in weekly and monthly customer meetings (onsite or via phone)

Has access and knows how to use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns

Work with some of the leading technologists around the world

Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

About the team
The role is within the Malaysia Enterprise Support team. The Enterprise Support team is one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS. This is not a sales role, but rather an opportunity to be the principal technical advisor and ‘voice of the customer’ to organizations ranging from start-ups to large enterprises that are beginning or in the middle of their digital transformation journey.

We are open to hiring candidates to work out of one of the following locations:

Kuala Lumpur, 15, MYS

Basic Qualifications:

- Internal or external customer-facing experience
- 5+ years’ work experience in a technical environment
- Expertise in two or more technical domains (e.g. System administration, networking, programming, dev ops, security, compute, storage, databases, big data, analytics, etc.)
- Naturally curious with a high learning drive
- Experience in one or more functional domain (e.g. architecture, operations, technical implementation, consulting)

Preferred Qualifications:

- Qualifications in Cloud/ Engineering/ Mathematics or other relevant certifications.

Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.