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

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

Job  | Amazon Web Services, Inc.

Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks?

Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.

• Engage with U.S. Government (USG) and enterprise customers, providing training, support and analysis.
• Collaborate with AWS Enterprise team members including Technical Account Managers, Sales and Solution Architects.
• Serve as the subject matter expert on enterprise account and billing issues, proactively helping customers avoid potential problems.
• 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.
• Work with global customer support peers to ensure consistent and high‑quality support.
• Drive projects that improve customer interactions with AWS account and billing information.
• Act as the voice of the customer, reporting and acting on observed areas for improvement.
• Communicate trends to leadership and suggest innovative solutions to enhance the customer experience.
• Assist with enterprise customer communication during AWS critical launches and support events.
• Develop detailed knowledge of AWS products and features.
• Work with AWS teams to drive resolution of customer issues.
• Ensure internal knowledge reference pages are updated.

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

• Experience in leadership and/or account management positions.
• Strong drive to dig into the details of a system or process to solve customer problems.
• Proven success in a fast‑paced support environment.
• Demonstrated success driving cross‑functional deliverables.
• SQL and/or other relational database experience.
• Strong fluency with web technologies and the internet.
• Understanding of cloud‑based compute and storage concepts.

Base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance and optional 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, VA, Arlington – $24.00 – $43.00 USD hourly

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

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