Cloud Support Engineer

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。

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Security 雲端工程師著重於資訊合規性與安全性最佳實踐的相關技術。您將與使用以下 AWS 服務的客戶合作：ACM, Cognito, Shield, Identity Center, Organizations, GuardDuty, KMS, Secrets Manager, Cloud HSM 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。

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 Cloud Engineer in the Security team focuses on technology related to compliance and security best practice. In this role, you will work with customers using AWS Services including ACM, Cognito, Shield, Identity Center, Organizations, GuardDuty, KMS, Secrets Manager, Cloud HSM 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. 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.

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.

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

- A strong grasp of Information Security and implemented processes to review IT infrastructure.
- Knowledge and experience with threat modeling and penetration testing, especially for web application and web APIs.
- Web security and compliance experience (e.g. Firewalls, IDS/IPS systems, DDOS prevention and PCI, HIPAA, FIPS, etc).

PREFERRED QUALIFICATIONS

- Experience working with Hardware Security Modules.
- Deploying Identity and Access Management systems to secure production and corporate access, such as: SSO, SAML, Web Identity Federation.
- Understanding of Cloud Security across realms of Identity, Monitoring Auditing and Cryptography.
- Strong knowledge of networking and protocols (DNS, TCP/IP, IPSEC, TLS, HTTP)
- Knowledge or experience with broad array of security technologies, such as NextGen FW, WAF, SIEM, Endpoint Security and more.
- One or more security-related certifications, such as CISSP, CEH, CISA, CISM, SECURITY+, OSCP, etc.
- 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 this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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