Manager, Support Operations

AWS Elemental is an Amazon Web Services company that combines deep video expertise with the power and scale of the cloud. AWS Elemental video processing products and services power some of the premier broadcast and online video services and content.

The AWS Elemental Customer Success team is looking for a Manager of Support Operations for the Americas Region to join our growing team. The Support Operations teams are organized globally, with regional leaders and teams located in the United Kingdom (Theale, UK) for Europe, Middle East, & Africa (EMEA) region, in the United States (Portland, Oregon) for the Americas region (AMER), and in China (Hong Kong) for the Asia Pacific (APAC) region. The AWS Elemental Support Operations team is responsible for delivering frontline product support for all on-premise customers across all AWS Elemental on-premise products, Tier-2 product support for some AWS Elemental Media Services (AEMS), and escalation management support for both.

As Manager of Support Operations for the Americas Region, you will plan and direct support services for AWS Elemental’s media processing products. This includes leading a team of Technical Support Engineers (TSE) who assist customers during the deployment and operations of AWS Elemental products and services. You will manage the processes, tools, and resources needed to ensure customer services are delivered in a timely and effective manner. You will contribute to efforts to enhance internal processes and will coordinate with Engineering teams to ensure customer issues are properly prioritized and addressed. You will relentlessly obsess over and advocate for customers, to ensure workflows meet operational readiness objectives as they move into production environments. This position reports directly to the Head of the AWS Elemental Global Customer Success organization, which is comprised of Support Operations, Support Engineering, and Enterprise Services.

Specific responsibilities for this role include the following:

· Manage the Customer Success team in Americas, with responsibilities for both strategic and HR management

· Work with Support Engineers, Enterprise Account Engineers, and Technical Account Managers on that team to ensure processes are effective and efficient for addressing customer needs

· Lead the regional Support team in the execution of global follow-the-sun processes

· Coordinate 24x7 on-call responsibilities for Support team

· Work closely with the Solution Architects to ensure customers' support needs are met and workflows are well understood and supportable

· Oversee the customer issue escalation process, including direct interaction with Engineering and Product Management

· Coordinate with Engineering and QA teams to ensure customer issues are properly prioritized and addressed

· Develop internal and customer-facing documentation to clearly define Elemental's support levels

· Define processes and metrics to ensure customers service level targets are met

Basic Qualifications

· BS in computer science, engineering, information technology, or other related field

· 5+ years managing a professional services or customer-facing technical support or account management team

Preferred Qualifications

· Strong communication and writing skills

· Willingness to travel on occasion (likely less than 20%), domestically or internationally

· Comfortable working in a fast-paced environment, where requirements may be unclear

· Familiarity with common support frameworks, such as collaborative support and knowledge-centered service

· Demonstrated experience driving support processes through the use of metrics and KPI

· Experience with support of both on-premises hardware products and cloud services

· Working knowledge and experience with customer support and CRM tools, such as Salesforce Service Cloud

· Knowledge of compressed and uncompressed digital video and audio standards

· Familiarity with adaptive streaming technologies (DASH, HLS, Smooth)

· Experience with video analysis tools and software

· Familiarity with Linux CentOS or RedHat

· Software development or scripting, in particular with C++, Ruby, Perl, and RESTful web APIs

· MBA or PMP certification is a plus

· Meets/exceeds Amazon’s leadership principles requirements for this role

· Meets/exceeds Amazon’s functional/technical depth and complexity for this role

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.