Technical Account Manager, ES - SI - HCLS

Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small and mid market accounts to enterprise level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission critical applications on top of AWS services.

Would you like to join one of the fastest growing organizations within Amazon Web Services (AWS) and help customers gain the best value and service from AWS? AWS Enterprise Support, Technical Account Managers (TAM) support our customers' creative and transformative spirit of innovation across all technologies, including Compute, Storage, Database, Big Data, Application level Services, Networking, Serverless, Deployment, Security and more. This is not a sales role, but rather an opportunity to be the principal technical advisor and 'voice of the customer' to organizations ranging from start ups to Fortune 500 enterprises.

As a TAM in our Strategic Industries team, you will primarily support Healthcare & Life Sciences (HCLS) customers, from pharmaceutical companies running genomics pipelines and clinical trials to healthcare providers modernizing electronic health records and imaging platforms. You'll navigate complex, regulated environments where compliance (HIPAA, GxP, GDPR), data sovereignty, and operational resilience are critical.

The TAM role is not directly hands on keyboard within the customer's environment for troubleshooting support issues. Rather, you will work with appropriate engineers and service teams to see issues through to resolution. More importantly, you will work proactively to help craft and execute strategies to drive our customers' adoption and use of AWS services, including EC2, S3, DynamoDB & RDS databases, Lambda, SageMaker, Bedrock, HealthLake, CloudFront CDN, and many more.

Your technical acumen and customer facing skills will enable you to effectively represent AWS within a customer's environment, and drive discussions with senior leaders regarding incidents, trade offs, support and risk management. You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers' AWS environments operationally healthy and resilient. You will also help customers adopt and optimize AI and Generative AI workloads using services such as Amazon Bedrock, SageMaker, and HealthLake.

This position will require the ability to travel 10% or more as needed.

The TAM is the centerpiece of value to our Enterprise Support customers. If you wish to be at the forefront of innovation, come join us!

Key job responsibilities
Account Management: Own the technical support relationship for assigned accounts (primarily HCLS), contributing to Strategic Support Plans aligned to business outcomes including regulatory compliance, cloud adoption, and AI/Gen AI enablement

AI and Generative AI Enablement: Help customers adopt and optimize AI and Gen AI workloads on AWS, leveraging Amazon Bedrock, SageMaker, and HealthLake to drive innovation in areas such as drug discovery and clinical workflow automation

Stakeholder Engagement: Build trusted relationships with senior technical leaders and stakeholders, contributing to discussions on architecture, risk management, AI strategy, and cloud investments

Proactive Technical Guidance: Provide architectural guidance using the Well Architected Framework, including for regulated workloads and AI/ML solutions

Cross Program Coordination: Coordinate across migrations, modernization initiatives, AI/Gen AI projects, and SaaS transformations to reduce risk and accelerate outcomes

Incident and Escalation Management: Serve as an escalation point during critical events, driving resolution with engineering and service teams

Operational Excellence: Ensure customer environments remain healthy, resilient, and cost effective through operations and Well Architected reviews

Collaboration: Collaborate across AWS functions and contribute to team best practices

Basic Qualifications

- 3+ years of technical engineering experience
- Experience with operational parameters and troubleshooting for three (3) of the following: compute/storage/networking/CDN/databases/DevOps/big data and analytics/security/applications development in a distributed systems environment
- Bachelor's degree
- Experience informational technology operations
- Bachelor’s Degree in Computer Science, Math, or related discipline, and 2+ years of equivalent work experience or 4+ years of related work experience.
- 2+ years of technical engineering experience

Preferred Qualifications

- Experience with AWS services or other cloud offerings
- Experience in internal enterprise or external customer-facing environment as a technical lead
- Experience in external enterprise customer-facing role as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences
- Experience in written and verbal communication skills to communicate with technical and non-technical audiences, including senior leadership
- Bachelor's degree in computer science, engineering, mathematics or equivalent, or experience with development in a distributed systems environment
- Experience in a 24x7 operational services or support environment
- Experience with AWS or cloud technologies
- Understanding of the AWS Well-Architected Framework pillars and ability to properly apply them to existing or new customer architecture, implementations, and/or solutions

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