Technical Support Engineer

iSoftStone Group; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading technology solutions firm in Jakarta Utara seeks a domain technical expert to provide second-line support and resolve customers' technical issues related to cloud products. The ideal candidate will hold a Bachelor's degree and have over 3 years of experience in the cloud computing industry, with proficiency in Linux/Windows, networking, and database management. Bilingual in Chinese and English is required. This role emphasizes collaboration with product teams and assisting customers in cloud deployments.

Qualifications

• More than 3 years of experience in development and operation.
• Hands-on troubleshooting and resolution capabilities for complex issues.
• Experience with cloud business architecture optimization.
• Understanding of Linux/Windows operation and maintenance.
• Familiarity with computer networks and TCP/IP protocols.
• Expertise in at least two fields: systems, networks, databases, etc.

Responsibilities

• Provide second-line support for customers' technical issues.
• Collaborate with product and R&D teams for enhancements.
• Offer solutions related to cloud products.
• Assist customers in business deployment in cloud environments.

Skills

Technical issue troubleshooting

Cloud architecture optimization

Database knowledge

Proficiency in Linux/Windows

Network understanding (TCP/IP)

Proficient in at least one scripting language

Problem-solving skills

Proficient in both Chinese and English

Education

Bachelor's degree in Computer Science or related fields

Tools

Alibaba Cloud tools

MySQL

MongoDB

Redis

PostgreSQL

SQL Server

Java

C#

C++

Python

Shell

Perl

Job description

Serve as a domain technical expert to provide second-line support and closed-loop resolution for customers' technical issues. This includes but is not limited to daily technical troubleshooting, fault handling, critical project support and other technical assurance work.

Act as a domain technical expert to track customers' key needs and bugs, and collaborate with product and R&D teams to promote the implementation of product optimizations.

Use Alibaba Cloud's inspection and diagnostic tools to help customers avoid potential risks of key online systems, provide stability solutions, and ensure the stability of customers' systems.

Responsible for providing customers with solutions related to cloud products in enterprise-level services. Assist customers in realizing business deployment in the cloud environment through customer-oriented overall planning and management capabilities, and promote customers' cloud usage volume.

Job Requirements

Bachelor's degree, with priority given to majors in Computer Science, Software Engineering, Cloud Computing and related fields.

More than 3 years of work experience in development and operation & maintenance, service support or solutions in the cloud computing industry or IT-related industries. Possess hands-on troubleshooting and resolution capabilities for complex technical issues, as well as capabilities in cloud business architecture optimization and vertical domain solutions. Able to assist customers in implementing technical architecture based on cloud environments.

Understand Linux/Windows operating systems and their operation & maintenance. Familiar with computer networks and TCP/IP protocols, at least one database (such as MySQL/MongoDB/Redis/PostgreSQL/SQL Server, etc.), and at least one development and scripting language (such as Java/C/C++/Python/shell/perl, etc.).

Have expertise in at least two of the following fields: systems, networks, databases, containers, security, storage, big data, middleware, development and SRE. Capable of solving complex problems in corresponding vertical technical fields.

Proactive thinking, with perseverance and determination to solve complex problems. Passionate about technology and good at research. Possess excellent team spirit and professionalism; have a clear understanding of and enthusiasm for the Internet and cloud computing industry.

Proficiency in both Chinese and English as working languages.