Cloud Support Engineer - Big Data

AWS雲端工程師將與小型新創公司到大型企業用戶等廣泛的客戶族群合作，為他們提供專業技術建議。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。

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。你將與 AWS 內部團隊合作，為客戶的上雲旅程提供最佳體驗，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。

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。

我們注重工作生產力與靈活性，致力打造包容、多元、平等的工作環境。雲端工程師團隊遵循 follow-the-sun 模式，沒有駐點客戶的需求，你的上班時間會在週間內安排（週一至週五、週二至週六、週日至週四），於白天或稍晚時段工作，夜間時段則會交接給其他國家的團隊。

[Why AWS?]
AWS 擁有超過 200 多項可靠且多樣化的雲端運算服務，遍布在全球 30 多個區域，是世界上最全面、最廣泛應用的雲端平台。我們致力打造包容、多元、平等的工作環境。我們的使命是讓獲得全球客戶的認可、重視及信任，並致力讓每位亞馬遜人取得成功的職涯發展。

[Want to be a successful Amazonian?]
身為 AWS 雲端工程師，你將能深化和拓展你的技術專長。如果我沒有足夠相關經驗怎麼辦？沒問題，AWS 將全力支持你的職涯發展。你將透過完善的訓練課程、在職培訓以及和全球頂尖工程師合作，學習最新的雲端技術、領導能力和商業技能。在AWS，我們尊重不同的觀點，努力營造讓每個人都能充分發揮潛能、為客戶提供最佳方案的文化。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選擇，也包含海外 AWS 工作機會。

[Position Requirements]
A Big Data Cloud Engineer focuses on technology related to processing enormous datasets. In this role, you will work with customers using AWS Services including EMR, Athena, Glue, and more.
Big Data 雲端工程師將專注處理龐大資料庫。您將與使用以下 AWS 服務的客戶合作：EMR, Athena, Glue 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。

雲端工程師需具備出色的中文溝通能力和中等英語能力，在台灣絕大多數的客戶使用中文溝通，但我們還是需要並閱讀中文/英文的培訓教材，用英文協助部分客戶。當然，如果你還會第三外語，歡迎讓我們知道！

[Support Engineering Role and 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.

Engineers usually rotate between shift times and staggered weeks. Support Engineers have transparent work schedules, and do not need to join on-site customer meetings.

[Position Requirements]
This role focuses on analytics technologies, and you will work with customers using AWS Services including Kinesis, OpenSearch, MSK, QuickSight, Redshift, and more.

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.

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.

[Want to be a successful Amazonian?]
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.

[Why AWS?]
With over 200 services hosted in 30+ global regions Amazon Web Services (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.

[About the team]
Sales, Marketing and Global Services (SMGS)
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.

[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.


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.

Basic Qualifications

- Data warehouse fundamentals and troubleshooting (i.e. Redshift, BigQuery, Snowflake) or Search service fundamentals and troubleshooting (indices and JVMMemory analysis and CPU utilization) for key products like OpenSearch, Elasticsearch, and Solr or Experience using streaming services like Kafka or Kinesis.
- Basic System Administration and troubleshooting with Linux and fundamental networking skills
- Good communication skills in Mandarin, and intermediate English proficiency

Preferred Qualifications

- Demonstrable knowledge of Hadoop, Spark, Hive, Presto NoSQL or other big data / distributed systems.
- Knowledge of databases and Structured Query Language (SQL)
- Knowledge of AWS and Cloud Computing concepts
- Linux administration expertise
- Ability to lead technical discussions and engage with customers
- Bachelor's degree in a Science/Technology/Engineering/Mathematics related field, or equivalent experience in a technical position