Cloud GPU Operations Engineer (L1/L2) – 24/7 NOC & Support

Straitdeer Pte. Ltd.

Cyberjaya

On-site

MYR 70,000 - 100,000

Full time

14 days+

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Job summary

Straitdeer Pte. Ltd. in Malaysia is seeking a Cloud Operations & Support Engineer (L1/L2) to act as the front line for a public-cloud GPU platform, handling customer tickets, monitoring health, and responding to alerts 24/7 across regions.

The role covers triage, troubleshooting across GPU instances, VM/bare metal, networking, and storage; escalation with full context; and contributing to runbooks and knowledge bases while participating in a follow-the-sun shift.

Qualifications

1+ years (Mid-level: 3+ years) in cloud/technical support, NOC, or IT operations; strong Linux, networking, and cloud basics.
Familiarity with GPU / CUDA, containers, VM / bare metal, or storage is a strong plus (trainable for the rest).
Strong written English and customer communication; calm under incidents.

Responsibilities

Handle customer support tickets and requests: intake, triage, troubleshooting, resolution, and clear status communication within SLA response / resolution targets.
Monitor platform health and respond to alerts (NOC first response): acknowledge, assess severity, initiate incident handling, and post customer-facing status updates.
Troubleshoot common issues across GPU instances, VM / bare metal, networking, drivers / CUDA, storage, and billing / quota, using runbooks.
Escalate cleanly along the chain (L1/L2 -> L3 -> SRE / Compute / R&D) with full context; never leave a ticket or alert unowned.
Maintain and improve runbooks, knowledge base, and canned responses.
Participate in a follow-the-sun 7x24 shift rotation across regions.
Track and report ticket / alert metrics (response time, resolution time, MTTA).