Cloud Technical Support Engineer

Main Responsibilities

• Serve as the first point of contact for International public cloud customers or their request, providing remotely technical support via ITSM platform, hotline, and IM.
• Utilize monitoring tools, log analysis and related platform to deep dive the cloud users issues.
• Accurately gather user requirements and identify technical issues, escalate the tickets, and engage specialized or product team until the issue is fully resolved.
• Document problem details clearly and prepare comprehensive escalation materials for issues requiring further investigation.
• Create and maintain knowledge base articles for common solutions, helping to improve the resolution capabilities of the team.
• Proactively and clearly communicate troubleshooting progress to users, managing their expectations effectively.
• Adapt to shift schedules to ensure global user service experience.

Qualifications:

• Associate or bachelor's degrees in computer science, information technology, or a related field or equivalent experience.
• 2+ year of IT Service Desk or Help Desk experiences, familiar with ITSM and ticket-drive workflow.
• Strong proficiency in Chinese, including written and verbal communication.
• Expertise in Linux or Windows Server administration, troubleshooting.
• Understanding of core network concepts(TCP/IP, HTTP, DNS, VPN, Load Balancers).
• Understanding of core services from at least one major public cloud.
• Exceptional customers service and communication skills, with the patience and professionalism to handle customer inquiries and complaints.
• Strong logical thinking and problem-solving abilities.
• Excellent team player, skilled at sharing information and collaborating with internal and external team.
• The ability to clearly articulate problem processes and solutions.

Shift Schedule

• 7×24 rotating shift: day shift (8:00–17:00), evening shift (17:00–01:00), and occasional midnight shift.
• Standard 5 working days per week with 2 days off; typically one shift per day.
• 22 working days per month.
• Participation in technical meetings and process-change briefings required.

For Senior Candidates (additional requirements):

• Team management or mentoring experience.
• Experience training new hires and coaching junior staff.
• Strong communication skills and professional maturity.

Nice to Have

• Certifications in major public cloud platforms (Alibaba Cloud, Huawei Cloud, AWS, Azure, etc.).
• Experience with ITIL or PMP IT service management frameworks.
• Hands-on experience with containerisation technologies (Docker, Kubernetes).
• Experience working in cross-national or multicultural team environments.