AWS Support - Team Lead

Job description

DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) 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 assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

Are you someone that thrives in a dynamic, fast-paced environment? Do you enjoy developing, measuring, and delivering quality control mechanisms which exceed organizational expectations? Are you someone that can drive improvements across a global organization to ensure customers receive world class support? Are you excited about learning a new feature or product to assist with training development and mentoring? If so, you may be what we're looking for! AWS Support Team Lead is a quality driven technical mentor within the AWS Support organization. Responsibilities include, but not limited to the following:
· Own and drive various aspects of quality assurance from technical support team perspective:
- Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
- Analyze previous customer cases to identify trends and customer pain-points to drive improvements
- Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed
· Maintain technical proficiency in all AWS products for training, mentoring, and customer interaction purposes
· Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes
· Partner with our internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team
· Assist with team coordination and customer communications during AWS critical launches and support events
· Act as key member of the hiring team that hires and develops the best

Desired profile

BASIC QUALIFICATIONS

･ Bachelor's degree or equivalent work experience required
･ Minimum 2 year mentoring/leadership experience
･ Must have demonstrated expertise in one or more of these areas:
- Systems administration (Linux and/or Windows Servers)
- Networking (DNS, TCP/IP)
- Databases (MySQL, Oracle, MSSQL)
- Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
･ Customer Management experience i.e. new customer engagement, new product introduction, RCA communication, etc.
･ Demonstrated examples of process improvement execution
･ Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems
･ Excellent oral and written communication Japanese skills
･ Read and written English skills
･ Experience as a team leader, providing general coaching and direction
･ Ability to work independently, with little direct management
･ Open to provide after-hours support as needed