This job is with Amazon, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Description
Role and Responsibilities
AWS
AWS AWS AWS Technical Account ManagerSolution Architect Business Development Managers Subject Matter Experts (SME) AWS Service Development Team
AWS / AWS
follow-the-sun on-call
Want to be a successful Amazonian
AWS 200 30
AWS AWS AWSSubject Matter Experts (SME) AWS AWS
Position Requirements
Linux AWS EC2, EBS, ElastiCache
OSI IP TCPUDPDNSHTTP AWS
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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.
Role and Responsibilities
As a Cloud Support Engineer at AWS, the world's most comprehensive and broadly adopted cloud platform, you will use your engineering expertise and skills to provide high quality technical solutions that help customers achieve their business goals. You dive deep into complex questions to find the root cause and ensure the customer's specific requirements are fulfilled. Customers consult you about their plans and problems through various contact channels including telephone, email, and web/live chat. You listen carefully to fully understand each customer's concerns and requirements. You guide customers by sharing facts that are backed by your troubleshooting findings and log data.
You will have the opportunity to deepen and broaden your technical expertise, engage with a wide range of customers from the smallest startups to the largest enterprises, and enjoy work-life balance.
You'll frequently co-work with Technical Account Managers, Solution Architects, and Business Development Managers to ensure solution alignment and excellent customer experience. You engage with subject matter expects and AWS service development teams across the world when needed. Every day will bring exciting challenges and include learning new skills. Mentorship and coaching are very important at AWS - Experienced Amazonians are on-hand to mentor you throughout your career at AWS. Support Engineers have the opportunity and resources to become certified subject matter experts. As you grow at AWS, there are various opportunities, including joining AWS teams abroad.
Apart from working on a broad spectrum of technical issues, Support Engineers may also develop & host training, create technical articles, star in how-to videos, present at AWS events, participate in new hiring, write tools/scripts, or work with leadership on process improvement and strategic initiatives. At AWS, your contributions can bring significant positive impact to colleagues and customers globally.
Your work-life balance is important. We focus on productivity and flexibility at work. We operate on a follow-the-sun model - we work in the daytime or early evening, and handover to other Support Engineering sites during the night. Some weeks are staggered, which means your working days may be either Sunday-Thursday, Monday-Friday, or Tuesday-Saturday.
Engineers usually rotate between shift times and staggered weeks. Support Engineers have transparent work schedules, and do not need to join on-call rotations, or on-site customer meetings.
Want to be a successful Amazonian
We value diversity and each person's unique experience. Curiosity and passion for learning let us build and grow in an industry where our services, technology and customer requirements are constantly evolving. Thinking big, tenacity, and perseverance help us conquer challenges and work through ambiguity. We earn trust by treating others with respect, speaking candidly, and quickly admitting when we are wrong.
What if I don't have Cloud experience yet That's okay. You will be supported in your career development here at AWS. You will have plenty of opportunities to build your technical, leadership, and business skills. This will include formal and on the job training, and a chance to learn from and collaborate with some of the brightest technical minds in the industry today. We have an inclusive and friendly environment where our builders work together to create a culture whereby each of us is able to contribute fully to deliver the best customer outcome.
Position Requirements
The Linux role supports our services that focus on compute technologies and architecture guidance for observability and high availability. In this role, you will work with customers using AWS Services including EC2, EBS, ElastiCache and the services that enable customers to migrate their workloads to AWS.
All Cloud Engineers need to understand networking concepts such as network layers (the OSI model), IP connectivity, TCP, UDP, DNS, HTTP, and how to troubleshoot common connection issues. AWS new hire training includes these topics, so you will study these more during onboarding. Cloud Engineers at AWS Taipei need excellent communication skills in Mandarin.
Although the majority of Taipei site's customers prefer to communicate in Mandarin, some customers do require support using English. AWS Support Engineers frequently interact with international colleagues and study English technical documentation. If you also have a 3rd language skill, do let us know! Instructor led training may include classes in both Mandarin or English.
About The Team
Diverse Experiences
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.
Why AWS
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.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
Inclusive Team Culture
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 (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
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.
Basic Qualifications
- 1+ years of technical support, or 1+ years of non-internship professional software development experience
- Experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools)
- Experience with Linux OS troubleshooting and Linux system administration (Debian, Ubuntu, CentOS, RedHat, etc)
- Experience in system performance monitoring, analysis and tuning, including familiarity with sysfs, procfs, and user process resource limits (ulimit). Understanding of virtualization and cloud computing (Hypervisors, VMware, Xen)
- Ability to lead technical discussions and present technical topics in a clear and logical way
Preferred Qualifications
- Bachelor's degree in computer science, engineering, mathematics or equivalent
- Experience managing full application stacks from the OS up through custom applications
- Experience engaging with external customers
- Understanding of security best practices
- Scripting/programming experience
