Cloud Support Engineer - Storage & Content Delivery

**This position requires excellent Mandarin proficiency**
身為 AWS 雲端工程師，你將能深化和拓展你的技術專長，從小型新創公司到大型企業用戶，你將與和廣泛的客戶族群合作，並享有工作與生活的平衡。
雲端工程師將為企業客戶提供專業技術建議，客戶會透過電話、電子郵件和即時通訊軟體向你諮詢計畫和問題，你需要運用專業知識，深入探討案件及找出根本原因。同時充分了解每位客戶的需求及考量，幫助客戶實現工作目標，成為客戶可靠且不可或缺的夥伴。
Storage & Content Delivery 雲端工程師著重於雲端儲存、內容交付網路及影片串流等服務。您將與使用以下 AWS 服務的客戶合作：S3, Cloudfront, SES, MediaConvert, Kinesis Video Streams, Backup and Storage Gateway等。
所有的雲端工程師都需具備基本的網路概念，例如網路層（OSI 模型）、IP 連接、TCP、UDP、DNS、HTTP，以及如何解決常見的網路連線問題。 AWS 的培訓課程將包括這些主題，所以你將在訓練時期學到更多。 此外，雲端工程師將與國內外客戶互動，並閱讀中文/英文的培訓教材，所以你需具備出色的中文溝通能力和中等英語能力。
你將與 AWS 內部團隊合作，協助客戶解決問題並提供最佳的顧客體驗。合作對象包含 Technical Account Manager、Solution Architect、 Business Development Managers；你也有機會和世界各地頂尖 Subject Matter Expects (SME) 和 AWS Service Development Team 一起合作專案。在AWS，我們每天迎接新的挑戰並學習新的技術，了解 AWS 的雲端服務如何運用在不同產業及規模的客戶端，接觸多樣化的使用情境。
我們的目標是協助你在在 AWS 發展成功的職涯，加入之後會有經驗豐富的亞馬遜人提供指導，除了雲端工程師的職責外，你亦有機會成為組織中的Subject Matter Experts (SME)。隨著你在 AWS 的成長，我們提供多樣的職涯發展選擇，也包含海外 AWS 工作機會。
在台灣絕大多數的客戶使用中文溝通，但我們還是需要用英文協助部分客戶。雲端工程師會經常與全球頂尖工程師們研究或討論英文技術文件，當然，如果你還會第三外語，歡迎讓我們知道！培訓課程會涵蓋中文及英文。除了處理不同深度、廣度的技術問題外，雲端工程師可以制定或指導訓練課程、撰寫技術文章、在操作影片中擔任講者、出席 AWS 活動、參與招募流程、撰寫工具/腳本或更上一層進行流程改善及策略發想。在 AWS，你的貢獻可以為全球同事和客戶帶來重要的影響。
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.

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