1+ months

Manager of Support Engineering

Portland, OR 97201


AWS Elemental is an Amazon Web Services company that combines deep video expertise with the power and scale of the cloud. We are looking for a Manager of Support Engineering, within the AWS Elemental Global Customer Success (CS) organization, to lead a team of subject matter experts responsible for many product-focused areas that enable customers and internal teams to be successful in using and supporting Elemental on-prem appliances and AWS Media Services. As subject matter experts, the team is a technical escalation point, but are also continually working to improve the effectiveness and independence of the front-line teams that escalate by creating documentation, training, and tools. We are seeking an experienced, self-motivated leader with exceptional technical and communication skills. This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required.

Join us in developing solutions that give our customers the freedom to focus on what matters: transforming ideas into compelling content that captivates viewers.

What you€™ll do:
· Manage a team of technical and non-technical experts in AWS Elemental products, services, customer experience, and internal processes
· Drive productivity improvements across customer success through a focus on support processes, tooling and product serviceability.
· Work closely with peer leaders to evolve existing products and launch new initiatives at both a strategic and tactical level
· Work closely across engineering, product and customer success teams to ensure customer success by leveraging your strengths to build expertise across the organization
· Accountable for analyzing support cases and product trends in order to identify strategies to reduce case resolution time and increase customer self-sufficiency
· Accountable for identifying commonalities across reported customer incidents and drive root cause efforts to understand and resolve these problems
· Accountable for developing product-focused tools that enable teams to more effectively use and support the products.
· Accountable for creating various internal and external product documentation, runbooks, FAQs, critical announcements, and training material
· Advise Product Development on decisions that impact the customer experience
· Collaborate with Product Development on improvements to minimize customer escalations
· Act as a technical and management escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations
· Provide expert guidance on internal tools and process improvements
· As needed be available to provide escalation support outside of normal working hours


· A BS in Computer Science, Information Technology or similar program, or equivalent experience
· 5+ years of experience managing a team of technical individuals focused on software support
· 3+ years of experience with video/audio compression and packaging including SDI, transport streams, and adaptive streaming technologies (e.g. Apple HLS, Microsoft Smooth, MPEG DASH)
· 3+ years of hands-on experience with Linux operating systems, particularly with networking and system administration
· 3+ years of experience with cloud infrastructure, content distribution, and relational databases


· Experience leading and building a multi-disciplinary team
· Project or program management with a track record on delivering multi-year cross organization deliverables.
· Successful track record influencing across organizations to deliver on a goal or initiative
· Knowledge and hands-on experience with LAN configuration, Internet protocols, server applications, and related troubleshooting tools
· Solid understanding of Linux-based scripting languages (e.g. Ruby, Bash, Python) and command line utilities
· Excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
· RESTful web API experience
· VMware, Amazon Web Services, or other virtualized environments
· Experience with CloudWatch, Apache, nginx, and Wireshark
· Experience with Atom Inspector, MP4Box, and MPEG Transport Stream analyzers
· Experience with content delivery networks (e.g. Amazon CloudFront, Akamai, Twitch, VDMS)
· Excellent communication, documentation and issue resolution skills
· An ability to work in cross-functional teams


Posted: 2020-10-19 Expires: 2020-12-06

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Manager of Support Engineering

Portland, OR 97201

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