ADC Technical Customer Service Specialist , Amazon Dedicate Cloud; ADC Customer Service

ADC Technical Customer Service Specialist, Amazon Dedicated Cloud (ADC) Customer Service

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Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions? Would you like to do this using the latest cloud computing technologies? Have a knack for helping these groups understand application architectures and integration approaches and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks?

Do you want to be part of a customer‑facing technology team ensuring the success of Amazon Web Services (AWS) as a leading technology platform?

AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission‑critical applications on top of AWS services such as Amazon EC2 and Amazon S3. As an AWS Customer Success Representative you will engage with U.S. Government (USG) and enterprise customers, providing training, support and analysis. You will work with other members of the AWS Enterprise team—including Technical Account Managers, Sales and Solution Architects—and be the subject‑matter expert on enterprise account and billing issues.

You will proactively help customers avoid potential issues, perform deep‑dive analysis on customers' accounts and billing statements, educate customers on reporting options, alerts and budgets, and drive projects that improve customer interactions with AWS account and billing information.

• Serve as the customer‑facing voice for USG and enterprise customers, addressing complex account and billing issues.
• Work with enterprise customers to understand how they use AWS account and billing services, and provide valuable feedback.
• Perform deep‑dive analysis on USG/Enterprise customer accounts and billing statements.
• Educate customers on reporting options, alerts and budgets.
• Provide prompt, efficient, detailed, customer‑oriented service to enterprise customers.
• Collaborate with customer support peers globally to ensure a consistent and high‑quality level of support.
• Drive projects that improve customer interactions with AWS account and billing information.
• Act as the Voice of the Customer for our enterprise customers, reporting and acting on observed areas for improvement.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Assist with enterprise customer communication during AWS critical launches and support events.
• Assume responsibility for developing detailed knowledge about AWS‑specific product and features.
• Work with AWS teams to drive resolution of issues for customers.
• Ensure internal knowledge reference pages are updated.

This position requires an active TS/SCI security clearance with polygraph. The candidate must also opt into a commensurate clearance for each government agency for which they perform AWS work.

Basic Qualifications

• Associate's degree or above, or A+, Network+, or Security+.
• Current, active U.S. government security clearance of TS/SCI with polygraph.

Preferred Qualifications

• Experience in leadership and/or account management positions.
• Drive to dig into the details of a system or process to solve customer problems.
• Proven success in a fast‑paced support environment.
• Demonstrated success driving cross‑functional deliverables.
• SQL and/or other relational database experience.
• Strong fluency with web technologies and the Internet.
• Understanding of cloud‑based compute and storage concepts.

The base pay for this position ranges from $46,600 per year in our lowest geographic market to $104,200 per year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Additional compensation may include equity, sign‑on payments, and other forms of compensation as part of a total compensation package.

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit (Use the "Apply for this Job" box below)..

Job : A3140035