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Key job 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.
- Will graduate in 2024 or 2025
- Bachelor's and above degree in Information Management/Information Science/Information Technology, Computer Science, Engineering, or a related field;
- Experience in network/system administration
- Good understanding of either layer 3-4 or layer 4-7 protocols
- Excellent oral and written communication skills in both English and Mandarin;
- Open to working shifts
- Strong customer focus
- Strong multi-tasking skills
- Self-starter who is excited about technology
- Understand configuring and troubleshooting either software-based (IPsec & SSL) VPN solutions, or hardware-based VPN devices
- Understand managing full application stacks from the OS up through custom applications
- Understand of firewall concepts and rules, or data center load-balancing technologies
- Understand of hardware or software Load Balancers in a large data center environment
- Network analysis fundamentals and robust troubleshooting skills
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