Cloud Support Engineer - EC2 & Linux

＝ About the team ＝
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.

＝ Diverse Experiences ＝
AWS 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.

＝ 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 & 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.

＝ 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.

＝ AWS Cloud Support Engineer ＝
AWS Cloud Support Engineer 運用技術專業提供技術解決方案，協助客戶達成他們的商業目標。你將有許多機會提升並擴展你的技術領域，和來自不同產業的新創公司及大型企業客戶合作。此外你也將有機會了解並運用最尖端的AI技術，協助客戶最佳的上雲體驗。

As a Cloud Support Engineer at AWS, you will leverage your engineering expertise to provide top-tier technical solutions that help customers achieve their goals. This role offers an exciting opportunity to enhance and broaden your technical skills while engaging with a diverse range of customers - from dynamic startups to large enterprises. Additionally, you’ll stay at the forefront of cutting-edge AI technologies to provide the best possible customer experience.



Key job responsibilities

- 處理客戶複雜的技術問題，深入了解其根本原因，並依據客戶需求提供最佳解決方案。
- 透過不同管道，如電話、郵件、線上交談與客戶直接互動，釐清客戶遇到的困難、蒐集必要的技術資訊、並提出解決方案。
- 擔任技術講師、擔任新人導師、領導流程改善專案，為團隊帶來長期且正面的影響。
- 持續學習並擴展專業技術領域的深度及廣度。

- You’ll take ownership of customers’ complex technical questions, dive deep to identify root causes, and provide solutions tailored to each customer’s situation.
- You’ll discuss technical problems directly with customers through multiple communication channels, including phone, email, and live chat. You will guide conversations to clarify questions, gather technical details, and deliver your solutions.
- You’ll have a positive impact on your team through hosting technical training sessions, mentoring new hires, and contributing to process improvement initiatives.
- You’ll be continuously learning and expanding the depth and breadth of your knowledge.

＝ Linux & EC2 Team ＝
Linux 雲端工程師著眼於雲端運算技術。您將與使用以下 AWS 服務的客戶合作：EC2, EBS, ElastiCache 等，因應客戶工作負載需求。

The Linux role supports our services that focus on compute technologies, and architecture considerations 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.


A day in the life
工作生活

- AWS Support Engineering 團隊將依循 follow-the-sun 模式，於白天工作，晚間時段則將工作交接給其它地區。工作時間將於週一到周五、週二到週六、週日到週四之間安排。我們提供透明化的工作時程，沒有駐點客戶或 on-call 的需求。
- 每日的工作任務將包含：與客戶透過電話或線上交談溝通、研究並解決技術問題、使用內部工具進行除錯、和內部夥伴如客戶經理、架構師、業務單位等跨部門合作。
- AWS 致力於提供豐富的學習機會，協助你建立技術專業、領導力、商業技巧，並取得成功的職涯發展。團隊新人將接受完整的新人訓練、在職訓練 (on the job training)、個別專業領域的導師制度。
- 我們 打造包容、多元且平等的工作環境，確保每位同事將潛能最大化，進而創造最佳的客戶體驗。我們歡迎所有同事提出創新思考及你的獨特意見。

- You’ll work in a follow-the-sun model which means we work during the daytime and then handover any on-going urgent tasks to other Support Engineering sites during the evening. Your work schedule may vary between Monday-Friday, Tuesday-Saturday or Sunday-Thursday. We provide transparent work schedules, and there's no need to join on-call rotations or provide on-site customer support.
- Each day will include a mix of talking directly with customers using phone or live chat, exploring and reproducing technical problems, performing troubleshooting using internal tooling, and collaborating internally with Technical Account Managers, Solution Architects, and Business Development Managers.
- You’ll have plenty of opportunities to learn more and build your technical, leadership, and business skills. We are dedicated to supporting your career development. We provide new hire training, on the job training, and mentoring with internal technical experts.
- You’ll work in an inclusive, diverse, and equitable environment where everyone can contribute fully to delivering the best customer experience. We welcome innovative ideas in a supportive space, where all team members are encouraged to share their unique perspectives.
- Experience with Linux OS administration, troubleshooting, performance optimization and monitoring.
- Understanding of basic networking (UDP, TCP, IP, DNS, route tables) and awareness of virtualization concepts (Hypervisors, VMware, Xen)
- Ability to lead technical discussions and explain technical concepts clearly both verbally and in writing.- Experience operating and troubleshooting full application stacks from the OS up through custom applications
- Understanding of Linux OS security best practices
- Scripting/orchestration experience (Shell scripts, Python, AWS CloudFormation, Terraform, AWS CLI, Chef, Ansible)
- Experience engaging with external customers
- Bachelor's degree in a Science/Technology/Engineering/Mathematics related field, or equivalent experience in a technical position

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.