Devices and Services Enterprise Support (DES) is a dynamic global team delivering specialized technical support to enterprise partners building innovative solutions with Amazon's voice technologies. We tackle complex, mission-critical challenges daily - from troubleshooting sophisticated multi-device integrations in hospitality and senior living to providing architectural guidance for custom enterprise implementations. Our team works directly with major enterprises, solving unique technical problems across Amazon's device portfolio while building deep expertise in voice AI, smart home, and IoT technologies. It's a fast-paced, technically diverse work where every challenge is different.
Requirements
4+ years of management of technical, enterprise customer facing resources or equivalent experience
Experience in specific technology domain areas like software development, cloud computing, systems engineering, infrastructure, security, networking, data and analytics
Experience conveying complex technical concepts to both technical and business audiences
Experience managing complex, multi-stakeholder technical relationships with enterprise customers or partners
4+ years of professional work experience, or experience handling customer escalations
Experience in the IoT, smart home, voice assistant, or connected devices ecosystem
Familiarity with Amazon Devices & Services products (Alexa, ASP, Smart Home APIs, Skills Kit)
Track record of proactively identifying and resolving systemic technical issues before customer impact
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
Additional Information
We are looking for a Sr. Technical Account Manager to serve as the technical advisor and trusted advocate for Devices & Services Enterprise Support (DES) most strategic enterprise partners. This is not a sales role - it is an opportunity to be the "voice of the partner" within the Devices & Services (D&S) organization, providing proactive, relationship-driven technical support to partners with complex, business-critical deployments.
As a Sr. TAM, you will develop deep knowledge of your assigned partners' technical environments, business objectives, and integration architectures. You will proactively identify risks before they become cases, coordinate escalations end-to-end, and provide strategic technical guidance that goes beyond reactive troubleshooting. You will work closely with DES Support Engineers, Program Managers, and cross-functional teams including Product, Engineering, Business Development, and Solution Architecture.
TAMs own complex partner relationships, lead initiatives to raise the bar for the TAM function, and provide direct input into DES's Enterprise support and monetization strategy.
Key job responsibilities
* Serve as the dedicated technical point of contact and trusted advisor for assigned high-value enterprise partners, developing deep understanding of their technical environments and business objectives
* Conduct proactive technical reviews of partner support history, open cases, and integration health - identifying issues before they become cases
* Deliver periodic partner health reports summarizing case activity, resolution trends, known issues, and upcoming changes
* Own escalation coordination end-to-end for assigned partners, ensuring partner awareness, status tracking, and resolution through Amazon engineering teams
* Provide strategic technical guidance on best practices, architecture, and integration strategies beyond reactive troubleshooting
* Facilitate partner onboarding, certification, and product launches with hands-on technical support
* Represent the partner's technical needs within DES and to Line of Business (LOB) engineering teams - acting as the partner's internal advocate
* Participate in partner calls alongside Solution Architects and Business Developers to assist with technical queries
* Collaborate with DES members to align on partner health and satisfaction, ensuring a unified partner experience
* Contribute technical content and partner-specific insights to Quarterly Business Reviews (QBRs) and partner reviews
* Raise the bar for the TAM function by improving processes, developing playbooks, and mentoring other team members
A day in the life
You will provide advocacy and strategic technical guidance to proactively keep partner implementations operationally healthy. The close relationships developed with your partners will allow you to understand their business needs and technical challenges. Those business needs and technical challenges will serve as input into internal discussions with cross-functional teams where you will develop a strategy to deliver value for your partners.
Amazon.com · Seattle, WA