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Cloud Support Engineer-BigData , AWS Mandarin Support

Description

As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.

The Big Data role supports our services that leverage data and produce business insights, which may include using machine learning/artificial intelligence (ML/AI). Helping our customers use and integrate Big Data services in what is arguably our industry’s most exciting space. The portfolio of services covers EMR (Hadoop), DynamoDB (NoSQL), MangoDB, and Apache Cassandra.


Key job responsibilities
Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.

* You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.

* You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.

* You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
* You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
* You will act as interviewer in hiring processes, and coach/mentor new team members.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.

About the team
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model. You will be assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications.

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

- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field or a minimum of 1+ years of related professional experience and/or military experience and knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related). Knowledge or experience with Hadoop ecosystems (Apache Spark, Apache Hive). Fluency in both English and Mandarin

Preferred Qualifications

- Knowledge or experience utilizing data analysis techniques such as quantitative or qualitative analysis.
- Knowledge or experience in various big data or distributed systems (NoSQL, search and streaming).
- Understanding and/or experience with cloud computing and security concepts with any cloud platforms (AWS, Azure, Google Cloud).
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript. Knowledge or experience in data lake architecture and administration.

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.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $71,100/year in our lowest geographic market up to $158,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Average salary estimate

$115000 / YEARLY (est.)
min
max
$71100K
$158900K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Cloud Support Engineer-BigData , AWS Mandarin Support, Amazon

Are you an aspiring tech wizard with a passion for problem-solving? Join Amazon Web Services (AWS) as a Cloud Support Engineer-BigData in Seattle, Washington, and dive into the exciting world of cloud technology! In this dynamic role, you’ll act as a Cloud Ambassador, offering invaluable support to customers using various AWS products. Think of yourself as a mentor, guiding businesses toward innovative solutions through our extensive suite of Big Data services, such as EMR (Hadoop), DynamoDB, and more. You’ll be responsible for troubleshooting complex issues via different communication channels, always ensuring our clients receive the tailored solutions they need to thrive. Plus, you’ll get to share your knowledge through articles, video tutorials, and training sessions, enhancing the overall customer experience. As you immerse yourself in this ever-evolving space, you’ll not only be solving problems but also learning groundbreaking technologies. Your role includes collaborating with internal AWS teams and acting as a mentor for new team members, fostering a culture of support and continuous improvement. At AWS, we celebrate diverse experiences and encourage those from all backgrounds to apply, ensuring everyone feels included and valued. We believe in work-life harmony and offer flexibility to help you achieve your professional and personal goals. Ready to embark on this incredible journey? Let’s take the leap into the cloud together!

Frequently Asked Questions (FAQs) for Cloud Support Engineer-BigData , AWS Mandarin Support Role at Amazon
What are the key responsibilities of a Cloud Support Engineer-BigData at AWS?

As a Cloud Support Engineer-BigData at AWS, your primary responsibilities include troubleshooting customer issues through various contact channels like phone and email, providing advanced solutions, and ensuring customer satisfaction. You will engage deeply with AWS services related to Big Data, such as EMR and DynamoDB, to deliver tailored support. Additionally, you will contribute to process initiatives that enhance customer experiences, create educational content like tutorials and articles, and collaborate with internal teams on complex issues.

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What qualifications are needed for the Cloud Support Engineer-BigData role at AWS?

To qualify for the Cloud Support Engineer-BigData position at AWS, candidates should have at least 1+ years of technical support or software development experience. A Bachelor's degree in Engineering, Computer Science, or a related field is preferred, along with experience in troubleshooting operating systems and networking. Additionally, fluency in both English and Mandarin is required, as is familiarity with Hadoop ecosystems and cloud computing concepts.

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Is there room for growth in the Cloud Support Engineer-BigData position at AWS?

Absolutely! At AWS, the Cloud Support Engineer-BigData role is a springboard for professional growth. You will engage in continuous learning and have opportunities to develop new technical skills while mentoring new team members. The culture at AWS reinforces ongoing career development through knowledge-sharing and resources that empower you to ascend to higher positions within the organization.

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What does a typical day look like for a Cloud Support Engineer at AWS?

A typical day for a Cloud Support Engineer at AWS includes addressing various customer inquiries through phone, email, and live chat. You’ll leverage advanced troubleshooting methods to resolve issues effectively while collaborating with teams to enhance processes and drive improvements. There’s also a focus on creating helpful tutorials or training materials that aid customers, providing you with a chance to contribute creatively to customer solutions.

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What is the work culture like for a Cloud Support Engineer at AWS?

The work culture for a Cloud Support Engineer at AWS is inclusive and collaborative, emphasizing diversity and continuous learning. Employees are encouraged to express their unique perspectives and participate in employee-led affinity groups. The emphasis on work-life balance ensures that team members can thrive both at work and home, fostering an environment where everyone can excel.

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Common Interview Questions for Cloud Support Engineer-BigData , AWS Mandarin Support
What troubleshooting techniques do you utilize as a Cloud Support Engineer?

As a Cloud Support Engineer, effective troubleshooting begins with actively listening to the customer’s issue and fully understanding their needs. I typically break down the problem by isolating variables, systematically testing solutions, and utilizing AWS diagnostic tools to identify root causes. Additionally, I believe in documenting each step taken to refine solutions for future reference.

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How do you prioritize customer cases as a Cloud Support Engineer?

Prioritizing customer cases involves assessing the severity and impact of each issue on the customer's business. I use a combination of urgency, request type, and the potential business risk to determine priority. This ensures that critical issues are resolved promptly while still maintaining attention to less urgent matters, providing balanced support across the board.

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Can you describe your experience with AWS services relevant to the Cloud Support Engineer-BigData role?

In my previous roles, I have extensively worked with AWS services including EMR for Hadoop processing, DynamoDB for NoSQL database solutions, and a variety of machine learning tools. I’ve implemented solutions utilizing these services to help clients scale their operations efficiently, which makes me confident in my ability to support customers in this role.

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How would you handle a customer complaint regarding a technical issue?

Handling a customer complaint begins with active listening and empathy. I would ensure the customer feels heard and acknowledged. After understanding the problem, I would provide a transparent and tailored action plan to resolve the issue. Follow-ups to ensure ongoing support and satisfaction are crucial, as they reinforce trust and showcase our commitment to customer service.

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What experience do you have with mentoring new team members?

Mentoring new team members has been a rewarding part of my career. I believe in creating a welcoming environment where they feel comfortable asking questions. I utilize hands-on training sessions and encourage shadowing opportunities. My approach focuses on sharing knowledge and best practices while fostering confidence in their abilities to tackle customer challenges.

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How do you stay updated with the latest in cloud technology and AWS products?

Staying updated involves a proactive approach to learning. I routinely engage with AWS training resources, attend webinars, and follow industry leaders on social media. Participating in tech communities and forums allows me to exchange knowledge with peers and gain insights into emerging trends, ensuring that I am always equipped with the latest information.

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What strategies do you use to communicate complex technical concepts to non-technical clients?

When communicating complex concepts to non-technical clients, I focus on simplifying the language and using relatable analogies. Visual aids such as diagrams or flowcharts can also enhance understanding. By breaking down the information into bite-sized components and encouraging questions, I foster a collaborative dialogue that empowers clients to grasp the solutions being presented.

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How would you deal with a situation where you do not know the solution to a customer's problem?

In situations where the solution is not immediately clear, I would reassure the customer that I will do my utmost to find the answer. I would actively investigate the issue by researching internal resources or consulting with colleagues. Keeping the customer informed throughout the process is essential to maintain transparency and trust until a resolution is achieved.

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Describe a successful project you’ve led or participated in relevant to Big Data.

I led a project where we integrated machine learning capabilities into a Big Data service for a client, resulting in significant improvements in processing time and accuracy. Through careful planning and collaboration with the team, we customized the service to meet specific client needs, showcasing the power of AWS's capabilities in delivering tailored solutions that drive business outcomes.

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What motivates you to work in cloud support?

My motivation in cloud support stems from the opportunity to solve complex problems and directly impact a customer’s success. I find immense satisfaction in helping clients utilize technology to achieve their goals, and being a part of a dynamic team at AWS that is at the forefront of innovation inspires me to continuously learn and grow in this field.

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Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.

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CULTURE VALUES
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
BENEFITS & PERKS
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
FUNDING
SENIORITY LEVEL REQUIREMENT
INDUSTRY
TEAM SIZE
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
December 6, 2024

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