AWS Premium Support Engineer
We are seeking an experienced AWS Premium Support Engineer to join our team. Every day will bring new and exciting challenges.
You will be primarily responsible for solving customer's cases through a variety of contact channels including telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
Apart from working on a broad spectrum of technical issues, an AWS Premium Support Engineer may also coach/mentor new hires, develop & present training, create technical articles or how-to videos for the developer community, partner with internal development teams on complex issues, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives.
Responsibilities:
* Solving customer's cases through telephone, email, and web/live chat
* Applying advanced troubleshooting techniques to provide tailored solutions for customers
* Coaching/mentoring new hires
* Developing and presenting training
* Creating technical articles or how-to videos for the developer community
* Partnering with internal development teams on complex issues
* Participating in new hiring
* Writing tools/scripts to help the team
* Working with leadership on process improvement and strategic initiatives
Requirements:
* Fluent in Mandarin
* Kubernetes management and troubleshooting knowledge and experience
* Experience with container orchestration tools (e.g. Docker, OpenShift, Kubernetes)
* Linux expertise (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies expertise (Windows Container, Hyper-V, etc.)
* Deep understanding of IP Networking (TCP/IP, DNS, HTTP, SSL/TLS, etc.)
* Troubleshooting skills at multiple levels of complexity
* Experience with Web and Application Server technologies (e.g. Apache HTTPD, Apache Tomcat, Nginx, Glassfish, JBoss, Puma, Passenger, IIS)
* Experience with DevOps, Orchestration/Configuration Management and Continuous Integration technology (e.g. Chef, Puppet, Jenkins, Ansible)
* Scripting language ability (e.g. Bash, PowerShell, Ruby, Python, Node.JS)
* Experience with version control system (e.g. Git, Perforce, SVN, TFVC)
* Experience managing full application stacks from the OS up through custom applications
* Knowledge of AWS and Cloud Computing concepts (especially experience with AWS Elastic Beanstalk, AWS CloudFormation or AWS OpsWorks)
* Effective communication skills to lead technical discussions and engage with customers in both English and Mandarin
* Bachelor's degree in a Science/Technology/Engineering/Mathematics related field, or equivalent experience in a technical position