Cloud Support Engineer - Security

AWS Cloud Support Engineer 運用技術專業提供解決方案，協助客戶達成商業目標。你將有機會在廣闊的技術領域中持續精進，與來自各個產業的新創公司及大型企業客戶攜手合作。此外，你將探索並應用尖端的 AI 技術，為客戶實現卓越的上雲體驗。

工作職掌

• 解決多樣技術問題：研究客戶端的技術問題，深入了解其根本原因，並依據客戶需求提供適合的解決方案。
• 提供卓越客戶體驗：透過電話、電子郵件、線上交談等管道與客戶進行互動，釐清客戶面臨的困難，蒐集必要的技術資訊，全力支援客戶的業務需求。
• 促進團隊成長創新：擔任技術講師、參與新人訓練計畫、主導流程改善專案，為團隊帶來長遠且正向的影響。
• 接觸先進雲端技術：學習產業最新科技，持續提升專業技術領域的深度及廣度。

工作生活

• AWS Support Engineering 團隊依循 follow-the-sun 模式，工作時間安排於週一到週五、週二到週六、週日到週四之間，你將於白天時段工作，夜間則交接給其它時區。我們提供透明化的工作排程，無需駐點客戶或 on-call。
• 每日工作包含與客戶電話或線上交談溝通、深入研究並解決技術問題、運用內部工具進行除錯、以及與客戶經理、架構師、業務單位等跨部門夥伴進行高效合作。
• AWS 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，進而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)、以及個別專業領域的導師指導。
• AWS 致力打造包容、多元且平等的工作環境，我們鼓勵所有同仁提出創新思維與獨特見解，確保每位同仁都能充分發揮潛能，創造卓越的客戶體驗。

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 AI technologies to provide the best possible customer experience.

Role and Responsibilities

• 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.

A Day in the Life

• 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.

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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

• 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.
• 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.

1. Online assessmen + Technical phone interview
2. Amazon loop interview