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As a Cloud Support Engineer at AWS, the world's most comprehensive and broadly adopted cloud platform, 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 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.
A Storage & Content Delivery Cloud Engineer focuses on technology related to either software defined storage or content & media delivery.
In this role, you will work with customers using AWS Services including S3, Cloudfront, SES, MediaConvert, Kinesis Video Streams, Backup and Storage Gateway.
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.
Cloud Engineers will interact with customers and read training material in both Mandarin and English.
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.
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 have a 3rd language skill, do let us know!
Instructor led training may include classes in both Mandarin or English.
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.
With over 200 services hosted in 30+ global regions AWS is the world's most comprehensive and broadly adopted cloud platform.
Are you curious how it's possible to operate and rapidly evolve at such a large scale?
At AWS, you have the opportunity to learn and practice the skills and techniques that make it possible.
AWS has built a reputation for excellence with a mission to create the earth's most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service.
We strive to empower our team members, and have a vision and commitment to your personal success.
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.
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.
You can discuss suitable workplace options (in-office, remote, or a combination) with your supervisor based on your development stage and needs.
BASIC QUALIFICATIONS- Experience with Linux or Windows system administration.
- Detailed knowledge of networking protocols and troubleshooting: DNS, TCP, HTTP, TLS.
- Experience with web-based services and applications such as Nginx, Apache, Tomcat etc.
- Understanding of Software Defined Storage (SDS).
Good knowledge of storage protocols such as: iSCSI, NFS, CIFS/SMB, Object Storage.
- Understanding of Content Delivery Networks (CDN).
PREFERRED QUALIFICATIONS- Knowledge of client/server and distributed systems / AWS Cloud architecture patterns.
- Scripting experience (Bash / Python, etc).
- Experience operating and troubleshooting email services and SMTP.
- Knowledge of AWS and Cloud Computing concepts.
- Strong analysis and troubleshooting skills and experience.
- Customer facing experience and strong customer focus.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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Amazon is committed to a diverse and inclusive workplace.
Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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