Hello, everyone.
We still have two more minutes before our program starts.
Let’s wait a bit.
After two minutes, we will begin at 3:30.
If any of you has
any questions on positions,
or about Amazon, or about AWS,
you can raise questions via the
submission tab on our platform.
And our…
Our colleagues will answer them.
Ok, now it’s 3:30 pm.
Let’s begin our talk today.
First thank you all for coming
to this tips sharing session.
My name is Tim.
Some of our colleagues will talk about their career
as AWS Cloud Engineers
and about cloud technology.
Let’s first welcome Jia-Ren.
He is an Ops Manager in Taipei.
I am also an Ops Manager.
I am based in Dublin.
We also have Mark.
He will mainly talk about network technology
in the second half of the session.
We will cover these topics
displayed on the screen.
We will first talk about the AWS Support organization, and
our job and career development.
Jia-Ren will share some
Leadership Principles and some interview tips.
Mark will talk about techniques.
There will be a Q&A at the end.
If you have any questions during
the session, you can also raise them via the
functions on GoTo Webinar.
If our staff see them, they
will answer them in real time.
Ok, let me introduce myself.
My name is Tim.
I joined AWS Support in 2017.
I was a Cloud Support Engineer when I joined
I worked as a Cloud Support
Engineer in Big Data Team.
In 2020, I switched to
work as an Operations Manager.
Then I relocated to Dublin to lead the Chinese language
tech support team.
Before I joined AWS Support,
I was a Data Engineer in Yahoo Taiwan.
I was in charge of data processing.
First of all,
I believe everyone knows more or less about Amazon.
Amazon is the world’s
most customer-centric company.
We continue to innovate and develop
various types of services.
Apart from the e-commerce, AWS
has also become one of our major businesses. It is also
one of our main topics today.
I will first of all quickly talk about AWS.
AWS is a business department that
provides cloud services to companies.
As for now,
we provide roughly 200 kinds of services, including
compute, storage, big data,
machine learning, etc.
Our clients include
companies in various industries, of various sizes.
We provide services to our global
clients in 77 Availability Zones
within 24 geographic regions around the world.
AWS Support is a
unit within AWS that provides technical support to customer.
We provide 24/7 technical services throughout the year.
We also provide support services
in multiple languages.
The people with us today are
all from the Chinese language tech support team.
And we mainly…
We mentioned earlier that we mainly provide
customer technical services,
some related technical services.
The questions from the customers
mostly fall into these categories.
I will give you some examples.
First of all, probably
when they use the AWS services
they may simply just
run into some difficulties, or have some questions,
or some breakdowns.
They want to know how to solve them.
This is the most frequent.
For example, when the database breaks down,
they cannot write any data in it,
or retrieve any data from it.
They will send us a request.
Then we help the customer find out
why they are not able to access the data.
Then, there are also some more
conceptual or architectural issues.
like, how to prevent hacker attacks,
what to do for the architecture,
what do I need to do for
my application design?
They are also part of our services.
And some other things,
such as network latency, and
how to increase the speed. or probably when the
customers have important events,
such as anniversary.
Or probably such as the Double 11 Festival,
or perhaps like the
spring festival events,
or even major events,
such as the Olympics.
During these special events,
we also provide support.
We standby for customers.
We monitor their system operations.
If there is an issue, we intervene right away.
This is also part of our services.
As for cloud support engineers,
we’ve explained
some issues we encountered,
and our main duties are, of course,
honestly,
we need to solve all sorts of
tech issues for the customers.
So based on the support plan that
the customers subscribed with us,
we provide different tech support,
which includes, for example, they can contact us
via email, Chat, or a phone call to carry out
online information exchange,
as mentioned earlier, like how to operate the services,
how to configurate them, and how to set up
some of these services.
When something breaks down, we help them with troubleshooting.
I also mentioned another example.
During a big event, we are
on standby and monitor their event,
and offer real-time support.
These are part of what cloud support engineers
do for their job.
Cloud support engineers are in fact
located in different regions and
different continents globally.
We have many offices.
What you see on the screen, those yellow places are where the
Chinese language team is located.
The biggest location for the Chinese language team is Taipei.
And the second time zone is in Dublin here.
And the next one is the time zone in Seattle.
The Chinese language team members
and support engineers are there
to solve issues for customers.
And our cloud support engineers are
actually technical experts from various specialties.
Depending on the services,
we have various technical experts
to solve the issues for customers,
such as operating systems, like Linux and Windows,
and there is also database.
We also have Oracle experts,
MySQL experts,
and big data experts.
We also have some
engineers specialized in various
development domains
in our team to
help customers.
One of the main reasons for you
to come to this event today is
to let you find out about some of the jobs we do in AWS.
If you have the chance to join our team in the future,
you may not at first be familiar
with some of the AWS services and the technical details.
So we’ve created a complete
three-phased training plan.
First in phase 1,
when you start the job,
you may have to get familiar with
some of our basic services,
and some of the basic setting,
such as your account, and permission setting, etc.
When these settings are ready,
you will begin phase two,
the new hire training.
During the new hire training,
we’ll tell you core service ideas,
such as how to use the core
services like EC2 and S3.
And after completing this
new hire training phase,
you will enter phase three,
where you will receive a more
advanced on-the-job training for various domains in the team.
And there are also some non-technical training,
such as sub-skill training. They are all included
in phase three.
For this three-phased training,
we will appoint a senior colleague
to be your mentor,
who will guide you from the
your onboarding day,
till you complete all three phases.
When you encounter any issues,
you can always talk to your Mentor, and
the Mentor will help you through
these three phases of training.
And in the AWS Support organization, people probably
want to know more about their
career development and planning.
Let’s take Support Engineer for example again.
For our career development,
we focus the most on technical capabilities.
For the technical capabilities,
there are two aspects.
When you first join us, you will
work on your technical depth.
So each of our
support engineers has to
take Subject-Matter Expert, the internal professional exam
to become a subject-matter expert.
This exam will certify that you are an
expert for providing the service in a specific subject.
So you can work on your
technical depth for a specific service by
taking this exam.
After you become a
subject-matter expert, and you want to move on
to your next development,
we want to figure out whether you can
step out of your subject matter,
and work on your technical breadth.
So in addition to your original tech skills for specific services,
we encourage you and also want you to try to
work on a different service,
and develop a second or a third
tech expertise in different fields.
This is technical depth and breadth for cloud support engineers.
As for career development,
it is about the
development of a role.
In addition to being a cloud support engineer,
if you want to be more focused on
the technical aspect,
then we’ll move to the next stage,
it could be a L4 engineer,
or L5 engineer for the next stage.
And the next role could be
working as Support Ops for one of our services.
It’s actually like, you can consider it as the
support for support engineers. So it is like a
support that has your back.
When you run into…
When our Support Engineer runs into
any difficulty or other more
complicated technical issues,
we can ask Support Ops for help.
These Support Ops are the technical experts
for our services.
They can help our Support Engineers handle
more difficult issues.
So this is the next stage.
And then other people
may continue further to the next,
and become a Senior Cloud Support Engineer.
Or some people may think that
they want to develop a different role or
go for different career development.
Like myself, I went…
I switched to Ops Manager,
with a focus on management.
Mark, who will talk to us later,
further developed himself in the path to be a Senior
Cloud Support Engineer.
So other than the Support Organization,
in Amazon we also encourage everyone to
try different roles across different departments.
So you also have many opportunities to try
other roles.
This is very welcome, and we are
open and transparent about it.
Alright, just as we mentioned earlier, the Chinese
language tech support team,
is primarily based in Taipei,
and the secondary site is in Dublin.
The third site is in Seattle.
Today we want to tell everyone that
we have many vacancies to be filled in our
Taipei and Dublin sites.
So at the end of this program,
we will provide our recruitment information today.
If you are interested,
please give it a try.
Send your application.
We hope that we will be able to work with you later on.