Technical Operations Manager, AWS Support

AWS Support Engineering is seeking an experienced Operations Manager to lead a team of 15-20 Support Engineers providing world-class support across all AWS offerings. This role combines technical leadership with customer advocacy, requiring someone who can balance team management with technical depth. The position involves leading cloud support operations, analyzing performance metrics, and driving continuous improvement in support processes.

The ideal candidate will work in a follow-the-sun model, collaborating with global Premium Support sites. They'll be responsible for mentoring team members, developing training programs, and partnering with development teams on complex issues. As the "voice of the customer," they'll have significant influence in shaping AWS services and features.

AWS values diverse experiences and maintains an inclusive culture through employee-led affinity groups and ongoing learning experiences. The company offers extensive career growth opportunities through knowledge-sharing and mentorship programs. Work-life harmony is prioritized with flexible work arrangements.

Key responsibilities include operational performance analysis, service disruption reviews, and prelaunch planning. The role requires strong technical acumen, analytical skills, and proven experience managing technical teams. The position offers the opportunity to work with leading technologists worldwide while driving improvements in support processes and customer experience.

This is an excellent opportunity for a technical leader who is passionate about cloud computing, customer success, and team development. The role combines strategic thinking with hands-on technical leadership, making it ideal for someone who wants to impact AWS's global cloud infrastructure while developing their leadership skills.