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Manager, AWS Support

Manager, AWS Support

Job ID 
Amazon Web Services Japan KK
Recruiting Team 

Job Description

Overview: was recently voted #5 most admired company in the US, #1 most innovative, and # 1 in Customer Service. Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into “the Cloud”. As a member of the AWS Developer Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services. You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Developer Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience. We have a team of talented engineers located in 3 countries around the world. AWS has an opening for an Operations Manager who thrives in a dynamic, fast-paced environment. We are seeking an Operations Manager with strong operational, leadership and technical skills to lead a team of technical support engineers located in Tokyo Japan. As an Operations Manager, you'll represent Amazon and AWS as your team field’s technical inquiries from customers who want help using AWS services. You'll work directly with AWS engineering teams to ensure a high quality, fast resolution customer experience. You'll drive customer communication during AWS critical events and drive projects that improve support-related processes and our customer’s technical support experience. You will also be responsible for ensuring the AWS support offering meets the needs of our Japanese customers and work with regional stakeholders to ensure a strong support adoption for your region.


Basic Qualifications

• Fluency in Japanese and English
• Passionate about the growth and success of AWS customers.
• Experience in managing technical support teams and will also have a record of driving projects to improve support-related processes and the technical support experience.
• Strong verbal and written communication skills, which will be key in driving customer communication during AWS critical events.
• Experience with the following technologies: o Web services (SOAP, REST, WSDL, XML) o Systems administration (Linux and/or Windows) o Networking (DNS, TCP/IP, SSL, DHCP, Load Balancing) o Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
• Bachelors degree or equivalent

Preferred Qualifications

• Deep experience with AWS service offerings
• A degree in computer science, IST, IS, IT or equivalent experience
• Flexible work schedules (weekends and/or evenings)
• Customer or technical support experience required.
• Strong business sense of driving a P&L