Role Summary -
Acts as the first-line support for public cloud customers, troubleshooting technical issues, managing tickets, escalating when needed, and ensuring clear communication while maintaining knowledge documentation and improving support processes.
Must-Have Skills
- Technical Support Experience: L1/L1.5 support, ITSM tools, ticket-driven workflows
- Language: Strong Chinese (written + verbal)
- Systems Knowledge: Linux or Windows Server administration & troubleshooting
- Networking Basics: TCP/IP, HTTP, DNS, VPN, Load Balancers
- Customer Handling: Clear communication, expectation management, professionalism
- Problem Solving: Logical thinking and troubleshooting approach
- Collaboration: Ability to work with cross-functional teams
Preferred Skills
- Experience with at least one public cloud platform (Tencent Cloud is a plus)
- Familiarity with monitoring tools & log analysis
- Knowledge base documentation experience
- Experience handling international customers
- Ability to prepare escalation reports and technical documentation
