Senior Manager, AWS Technical Support
Core
Leads a team of technical support professionals delivering world-class support to mid-tier and enterprise customers leveraging Amazon Web Services (AWS), driving operational excellence and scalable support strategies.
Role type
Senior Manager, AWS Technical Support
Builds
Scalable, future-ready support strategies aligned with AWS best practices, integrating AI-enabled and self-service capabilities.
Domain
Cloud computing / IT Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
AWS cloud platforms expertise, team leadership, workforce planning, KPI definition, AI-enabled support transformation, end-to-end customer experience ownership, knowledge-centered service (KCS) implementation, data-driven operations, stakeholder collaboration, customer stewardship
Preferred skills
AI-enabled support tools implementation, cross-functional improvements with Product and Engineering, Knowledge-Centered Service (KCS) frameworks, AWS certifications
Technologies
AWS (EC2, S3, RDS, VPC, Lambda), AI copilots, conversational AI, automated diagnostics, intelligent case routing, Xvantage platform
Responsibilities
Lead and mentor technical support managers and engineers; drive evolution of AWS PLS support through AI-powered capabilities; own and improve end-to-end customer support experience; analyze and optimize key customer workflows across AWS services; implement and mature a Knowledge-Centered Service (KCS) framework; establish dashboards and reporting frameworks for operational metrics; provide strategic direction on AWS support capabilities; collaborate cross-functionally with AWS account teams, Product, Engineering, Sales, and Customer Experience; ensure effective triaging, resourcing, and skill alignment across the AWS PLS program.
Seniority
Senior, hands-on IC with leadership responsibilities
