Meet Eason, Cloud Support Engineer

Eason is a Cloud Support Engineer based in Dublin, Ireland. He joined AWS in March 2017.

HereAtAWS: Tell us about your career journey. What brought you to your current role at AWS?

Eason: I joined AWS since 2017 through the internship program opening in Taiwan. It was the first time AWS landing in Taiwan and open opportunity for students. I was really excited about that, because I knew AWS is a magic and I want to learn more, so I applied for the internship when I still was a junior undergraduate student in National Taipei University of Technology (NTUT). It was my first time to use AWS because I had to complete my interview assessment for that position. I can remember it was taking me couple hours to read AWS documentations during my midterm exam week, but I was still not very confident to myself with the technology. But who knows I can pass all-five core AWS certificates [1] within one year and be an AWS specialist when I was still an intern.

I was tending to choose software development role as my first career option when I am going to graduate, but after working in Premium Support team, I learned this is a powerful global team with full of impacts can change the world by contributing deep level professional insight to millions of customers. Therefore, after graduated and served mandatory military service in Taiwan, I continue my journey in AWS as Cloud Support Engineer by passing series of interviews. In 2021, I was relocated to Dublin and join the Mandarin premium support team in Ireland, keep to help people addressing difficult technical challenges every day. Relocation process is very complicated when I was applying it from Taiwan, but AWS has dedicated team can help you address the complex, so you always know what’s next step during the process, never miss any critical material and dates.

HereAtAWS: Can you explain in simple terms: your role, who your customers are, and how you help them?

Eason: As Cloud Support Engineer, my role at AWS is focusing on address technical issues raising by customers using AWS services. I primary focus on container services and developer tools (such as: Kubernetes, EKS, ECS, container technologies and DevOps solutions). In my duty, I heavily to do troubleshooting, do problem analysis based on complex real-world scenario, and guide customer to how to improve, resolve critical business impact from service they’ve shipped to production environment even push the product improvement for AWS service. (Included but not limited to answering question like application cannot resolve DNS, why application crash, connection timeout… etc.)

Most of customers I am working with are using Chinese as we offer customers can use their native language to communicate with us and better resolve technical problems they have. But technology sharing is not limited to specific language especially AWS is a global company, I am also involved lots of opportunities to address tough technical issue raising by engineers or software development team from other countries, developing tools that make my team work effectively, contribute training content and deliver deep level training to my team, other teams in AWS even our customers.

HereAtAWS: What technical and/or soft skills do you need to succeed in your role?

Eason: It is important to be curious to everything and willing to learn new thing, as the AWS technology is changing so fast and it is hard to chase now days when it comes to 200+ more AWS service on the line. Also, you will need to learn embrace unknown, study from failure and not to fear with uncertain, be opened to learn from dynamic environment is essential, as you are facing the challenge probably never happen before on the human history.

HereAtAWS: Have you had to learn any specific new skills (technical or soft) for your role? 

Eason:It is no doubt with fast skill growing on each Cloud technical domain, but the major thing I learned here is communication skills and deep dive mindset. As technical debates happen a lot inside of Amazon, since working as Cloud Support Engineer, this role totally teach me how to think deeply and drill into the knowledge under the hood, explain the perspective with real data and evidences, instead of your feeling and assumption, it improves my communication skills especially when proving your theory to convince other people. This mindset also helps me to deep dive into every new learning topic.

In addition, as a Chinese speaker, the full English environment that AWS have is really helpful for improving my language skill. As we use English as primary language, it is not only writing skill but not limited to speaking and presentation. People here are willing to embrace different culture and hear your voice, no matter what accent you have.

HereAtAWS: How does your work with customers help to make a positive impact on society? 

Eason: We are affecting millions of AWS customers behind the scene, it contains live streaming, ticket platform, data analysis, start-up, banking service, cryptocurrency exchange, … etc. These AWS customers are creating amazing products to world, and we are the engineering team to help them success.

HereAtAWS:  At work, are you involved in any activities outside of your role?

Eason: I was volunteer to participate educational AWS Taiwan STEM for high school student in 2019, which help hundred of students learn Cloud Technology.

HereAtAWS: What’s the most exciting part of your job?

Eason: Learning will be never stop here! I would say the opportunity is endless within AWS and there has huge number of chances you can make positive impact and grow different area, such as mentorship, interview, developing contents, public speaking ... etc. AWS culture is always happy to see employee can not only drill into specific domain but also giving resource for encouraging you have multidimensional growth.

To date, I am still exciting about learning new AWS Cloud technologies, solving real-world problem, broaden job opportunities and working with talented people even it has been 4 years in AWS.

HereAtAWS: What’s the most challenging part of your job?

Eason: Security is always priority zero at AWS. We do really concern about customer’s privacy and security. Based on Shared Responsibility Model, we don’t have any access can know what is actual customer application running, but customer will ask us for some guideline when they are facing the problem. The interesting part is that we end up can help customer to find out the possible root cause in situation are nearly blind.

It needs to understand the technical domain very in-depth and correctly narrow down and know what type of information we need to check with the customer, point out the root cause and do right action. It is challenging part, but that is the fascinating thing for this role as you can gain lots of own experience in there.

HereAtAWS: What initially interested you in working for AWS?

Eason: Its scale as global company, technology and would like to meet talent people.

HereAtAWS: What were you excited to see AWS working on when you first got here?

Eason: I was excited about I am going to assist customers that they are creating product I love even used every day, or famous brand I can see everywhere. It made me hugely understand that I am making great impact to millions of people even to the world.

HereAtAWS: What’s one of your greatest accomplishments since joining AWS?

Eason: I was working on a difficult networking issue on EKS which is relating to the problem raising from a large live streaming company offer millions of users around the world. It took me at least 3 weeks to drill the problem and figure out why. I finally found out it was relating to the product issue and did a complete long bug analysis report. I end up got lots of thanks from the customer, as well as received positive feedback from product development team as we have good loop between these collaborations. That made me know that I was doing great impacts to every AWS customer, no matter which role you are, because your effort, you always can improve thing better.



HereAtAWS: What three words would you use to describe workdays at AWS?

Eason: Innovative, Diverse, Fast-growing

HereAtAWS: What do you love to do outside work?

Eason: I love to do training and run marathon outside work, I’ve accomplished by 2nd full marathon in Taipei, Taiwan with personal record 04:36:08. Powerlifting is also my hobby and performing deadlift always appear in my training routine, these hobbies make me have clear critical thinking and energy to face every unknown issue for daily basis. I am also an open water diver with advanced scuba diving license [1].

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