Cloud Engineer (Technical Account Manager - AWS)

eCloudvalley is a leading cloud technology company, 100% focused on cloud computing services. As the first cloud service provider listed in Taiwan, we deliver a full suite of cloud solutions and consulting services to enterprises across industries. Our team holds over 1,000 certifications across major cloud platforms, showcasing our deep technical expertise and commitment to excellence.

A Technical Account Manager (TAM) is a key part of our enterprise-level Next-Generation Cloud Managed Services team. Acting as an extension of our clients' IT organizations, you will provide strategic guidance, proactive cloud operations support, and hands-on issue resolution across a range of systems and platforms.

This role is ideal for professionals with strong technical acumen and client-facing experience who are passionate about leveraging cloud technologies to solve complex business challenges.

Duties & Responsibilities:

• Serve as the primary point of contact for assigned enterprise clients under our AWS Managed Service offering.
• Ensure service delivery meets agreed SLAs, standards, schedules, and quality expectations.
• Review and understand customer workloads, prepare architecture and network topology documents, and maintain updated internal and external knowledge.
• Coordinate with internal teams, offshore engineers, and third-party vendors to fulfill client requests and resolve issues.
• Lead regular customer review meetings and deliver ongoing performance, stability, and security improvements.
• Create runbooks/wiki articles for 24/7 support and conduct post-incident root cause analysis.
• Report on customer status and service health to client’s management team.
• Support urgent customer issues during non-office hours as needed.
• Foster strong, long-term client relationships and maintain high customer satisfaction.

Minimum Qualifications:

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field
• 3+ years of experience in IT roles such as Project Management, Support, DevOps, or IT Operations
• Experience in customer-facing roles with a strong service mindset
• Knowledge with AWS Cloud Services or other cloud platforms
• Strong written and verbal communication skills; comfortable presenting to both technical and non-technical stakeholders
• Ability to manage multiple priorities in a fast-paced environment
• Team-oriented, proactive, and highly accountable

Preferred Qualifications:

• Strong client management or TAM experience
• AWS, ITSM, or Project Management certifications
• Experience with SLA/KPI tracking and ITIL 4 practices
• Passion for solving complex technical problems and learning new technologies