AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Would you like to join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? At AWS Enterprise Support we're looking for an Enterprise Support Manager that enjoys solving problems working with customers and who has a background from a variety of different fields.

Key job responsibilities
• The Enterprise Support Manager is in charge of Technical Account Managers working on technical support solutions for external business customers. Your team works with existing customers and maintains those relationships. As the manager you are accountable for the customer technical support experience, case escalations, customer platform resilience, and operational quality.

A day in the life
• Manage assigned Enterprise accounts and oversee support cases
• Engage with key customers your team owns and understand the issues they face.
• Advocate for customer features and requirements within AWS (be their voice internally)
• Participate in customer's meetings (onsite or via phone)
• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns




• Partner with customers stakeholders engineers and other teams to determine which support activities move forward and in what priority order.
• You define metrics to measure team progress customer experience solution quality and operational excellence.
• Foster a diverse and inclusive working environment.

About the team
Amazon 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why versátil work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences,



inspire us to never stop embracing our uniqueness.

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.

- Experience in Business English skills, both verbal and written
- Bachelor's or Master's degree in information science, information technology, data science, computer science, engineering, mathematics, physics, or a related field or equivalent experience
- 8+ years of experience in technical support, cloud computing, or IT operations
- 7+ years of people management experience, including managing managers or technical team leads
- Experience managing enterprise-level customer relationships in a technical support environment
- Ability to think strategically, balancing short-term execution with long-term organizational goals

- Experience in systems administration, network engineering, or software development engineering
- Experience driving projects to improve support-related processes and technical support
- Experience engaging and influencing C-level executives, both business and technical
- External enterprise customer-facing experience as a technical lead, presenting to both large and small audiences
- Strong written communication skills

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.

📌 Enterprise Support Manager, Enterprise Support LATAM (Ciudad de México)
🏢 Amazon
📍 Ciudad de México