Amazon
Enterprise Support Manager, ES - Amazon Dedicated Cloud, WWPS US Federal
Amazon, Arlington, Virginia, United States, 22201
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 global financial services 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 the financial services space and directly with the engineering teams within Amazon developing these new capabilities.
Application deadline Feb 5, 2026
Responsibilities
Manages assigned Enterprise accounts and oversees support cases
Completes analysis and presents periodic reviews of operational performance to customers
Provides detailed reviews of service disruptions, metrics, and pre-launch planning
Makes recommendations on how new AWS offerings fit in the company architecture
Advocates for customer features and requirements within AWS (serves as their voice internally)
Participates in customers meetings (onsite or via phone)
Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible
About the team The Americas Public Sector (AMER-PS) Enterprise Support team is comprised of Enterprise Account Engineers (EAEs) and Enterprise Support Managers (ESMs) who hail from various Public Sector backgrounds. We seek a diverse talent pool with different technical backgrounds, perspectives and experiences to shepherd our Enterprise Support customers through their cloud journey. Public Sector entities often operate differently than Commercial/Private sector in the ways they procure, adopt, accredit, and deploy technology. Our emphasis on serving these customers and their specific needs allows tailoring the Enterprise Support product to best suit them.
About AWS 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.
Diverse Experiences Diverse Experiences text content is retained here for clarity but not essential to the role itself.
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.
Basic Qualifications
Associate's degree or above, or CASP+ (CompTIA Advanced Security Practitioner) or CCSP (Certified Cloud Security Professional) or Cloud+ or CSSLP (Certified Secure Software Lifecycle Professional)
6+ years of technical engineering experience
4+ years managing technical teams
Current, active US Government Security Clearance of Top Secret or above
Passionate about customers and new technology
Experience working with enterprise software companies
Preferred Qualifications
Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
4+ years of professional work experience, or experience with AWS services or other cloud offerings
Experience positioning and selling innovative solutions to new and existing customers and market segments
EEO and Accommodation Statement Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Salary Range Colorado $169,000 - $228,600 annually
National $152,100 - $262,800 annually
#J-18808-Ljbffr
Application deadline Feb 5, 2026
Responsibilities
Manages assigned Enterprise accounts and oversees support cases
Completes analysis and presents periodic reviews of operational performance to customers
Provides detailed reviews of service disruptions, metrics, and pre-launch planning
Makes recommendations on how new AWS offerings fit in the company architecture
Advocates for customer features and requirements within AWS (serves as their voice internally)
Participates in customers meetings (onsite or via phone)
Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible
About the team The Americas Public Sector (AMER-PS) Enterprise Support team is comprised of Enterprise Account Engineers (EAEs) and Enterprise Support Managers (ESMs) who hail from various Public Sector backgrounds. We seek a diverse talent pool with different technical backgrounds, perspectives and experiences to shepherd our Enterprise Support customers through their cloud journey. Public Sector entities often operate differently than Commercial/Private sector in the ways they procure, adopt, accredit, and deploy technology. Our emphasis on serving these customers and their specific needs allows tailoring the Enterprise Support product to best suit them.
About AWS 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.
Diverse Experiences Diverse Experiences text content is retained here for clarity but not essential to the role itself.
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.
Basic Qualifications
Associate's degree or above, or CASP+ (CompTIA Advanced Security Practitioner) or CCSP (Certified Cloud Security Professional) or Cloud+ or CSSLP (Certified Secure Software Lifecycle Professional)
6+ years of technical engineering experience
4+ years managing technical teams
Current, active US Government Security Clearance of Top Secret or above
Passionate about customers and new technology
Experience working with enterprise software companies
Preferred Qualifications
Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
4+ years of professional work experience, or experience with AWS services or other cloud offerings
Experience positioning and selling innovative solutions to new and existing customers and market segments
EEO and Accommodation Statement Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Salary Range Colorado $169,000 - $228,600 annually
National $152,100 - $262,800 annually
#J-18808-Ljbffr