Enterprise Support Engineer Jobs (NOW HIRING)

Amazon Web Services (AWS) provides a scalable cloud computing platform to companies globally. Within AWS Enterprise Support, delivers customer
success throughout the cloud adoption lifecycle. Our employees and integrated offerings enable us to combine technology and human expertise to
maximize and accelerate customer outcomes.

AWS is one of Amazon's fastest growing businesses, servicing customers in more than 190 countries, reshaping the way global enterprises consume information technology and powering the developers who are building the next generation of global industry leaders. AWS customers include some of the most innovative Startups like Netflix, Pinterest, Spotify, Airbnb, and Instagram as well as some of the largest global enterprises like Shell International, Unilever, Hitachi, Sharp, Bristol-Myers Squibb, and Samsung. We help global and local enterprises to use cloud to remediate their technical debt and build new innovative businesses.
AWS Enterprise Support provides our customers with one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers; Enterprise support provides a designated technical account manager to the customer and provides entitlements such as architecture review, operations support to design, build, and operate cloud environments leveraging AWS best practices; and a designated Support Concierge for administrative and billing inquiries.
Enterprise customers rely on Support when running their business critical workloads on the AWS platform, and our technical account managers and cloud support engineers are the primary daily touch-point for those customers

Customers include very large Enterprises, Public Sector companies, as well as fast growing businesses and Internet companies. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.
As Premium Support BDM, you will be part of the Enterprise Support organization. You will support the Premium Support strategy and own driving the go-to-market (GTM) efforts for Support, with the objective to increase adoption for paid support offerings amongst AWS customers while maintaining target margin performance, and using Support to accelerate AWS platform adoption for the customers

You will engage our customers to understand why they need Premium Support solutions (or why not; e.g. Enterprise Support or Unified Operations), what are the pain points and obstacles in their current support offering. You will identify areas for sharpening our Support proposition (e.g

a differentiated offering, value and return on investment vs price) and design and execute controlled experiments driving commercial innovation. You will quantify the impact of Support in driving AWS platform adoption, estimate the ROI, and design and execute initiatives to help accelerate our customer cloud adoption journey. You will enable the sales team to drive the day-to-day interactions with prospects, selling the Support value proposition, in order to build long-term business opportunity.

You will engage partners to develop and pilot new Support offerings via the partner ecosystem.
The ideal candidate will possess a keen business sense and exceptional analytical skills, is able to articulate and communicate a clear value proposition across customers, partners, and within the AWS organization, and is comfortable working across internal functions and geographies. The candidate will be naturally curious, going beyond the obvious to discover unexpected insights and translate those into tangible business value.
Key job responsibilities
Engage customers, partners, and field teams to deeply understand and measure customer value and pain points in adoption of Enterprise Support Services (Enterprise Support, Unified Operations, Migration Services, plus other new products launched throughout the year)
Analyze drivers of Enterprise Support Services adoption and identify levers for improvement
Identify, design and execute controlled experiments in driving Enterprise Support Services adoption
Review and analyze Enterprise Support Services pricing and costing, ensuring savings are passed on to our customers
Quantify impact of Enterprise Support Services adoption on AWS Platform adoption, estimate the ROI of Support investments in accelerating AWS platform adoption
Develop and refine sales collateral, reference cases and value proofs for customers and partners
Drive commercial innovation in Support, e.g. differentiated support offerings per customer segment

In conjunction with Field Enablement, create Support related training programs and material for the field team so that they can properly articulate the Support value proposition
Work with stakeholders across Commercial/Public Sales, Premium Support, and Enterprise
Prepare and present business reviews to the senior Sales and BD management team
Drive Enterprise Support Services deals end to end with Sales
About the team
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique

Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.
Mentorship & Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve.