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

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

Job :  | Amazon Web Services, Inc.

We help U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems. 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 closely with Technical Account Managers, Sales and Solution Architects and be the subject‑matter expert on Enterprise Account and Billing issues.

This position requires that the candidate be a U.S. citizen and currently possess an active TS/SCI security clearance with polygraph. The role also requires opt‑in to a commensurate clearance for each government agency for which the work is performed.

• Serve as the customer‑facing voice for USG and Enterprise customers, addressing complex account and billing issues.
• Understand how customers use AWS account and billing services, providing 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 global customer support peers 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.
• Communicate trends and innovative solutions to leadership, advocating for the customer experience.
• Assist with Enterprise customer communication during AWS critical launches and support events.
• Develop detailed knowledge of AWS product and feature specifics.
• Work with AWS teams to drive resolution of customer issues.
• Ensure internal knowledge reference pages are kept up to date.

• Associate’s degree or higher, or equivalent credentials such as A+, Network+, or Security+.
• Current, active U.S. Government security clearance of TS/SCI with polygraph.

• Experience in leadership or account management positions.
• Experience troubleshooting and debugging technical systems or working with customers to deliver exceptional service.
• Strong analytical skills, attention to detail, and effective communication abilities.
• Experience in SQL or other relational databases.
• Proven success in a fast‑paced support environment.
• Demonstrated success driving cross‑functional deliverables.
• Strong fluency with web technologies and the Internet.
• Understanding of cloud‑based compute and storage concepts.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

The base salary range for this position is built into the overall compensation package, which includes sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on experience, qualifications and location. Benefits include health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

Learn more about our benefits at (Use the "Apply for this Job" box below)..

USA, MD, Columbia – $24.00‑$43.00 USD hourly
USA, VA, Arlington – $24.00‑$43.00 USD hourly
USA, VA, Herndon – $24.00‑$43.00 USD hourly
USA, WA, Seattle – $24.00‑$43.00 USD hourly