Cloud Operations & Support Engineer (L1 / L2)

Straitdeer Pte. Ltd.; Cyberjaya; On-site; MYR 70,000 - 100,000; Full time

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).

Skills

Linux

Networking

Cloud basics

Customer communication

Incident response

Tools

GPU / CUDA

Containers

VM / Bare metal

Billing / Quota systems

Job description

Cloud Operations & Support Engineer (L1 / L2)

As a Cloud Operations & Support Engineer, you are the front line for a public-cloud GPU platform (10,000+ GPU, multi-region) running 7x24 for external customers under SLA. Within each shift you both handle customer tickets and monitor platform health / respond to alerts (NOC) - triaging, resolving what you can, and escalating cleanly. This is a dual-responsibility, follow-the-sun role across regions.

Key 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).

About you

1+ years (Middle: 3+) in cloud / technical support, NOC, or IT operations; strong new grads considered for L1.

Solid Linux, networking, and cloud basics; methodical troubleshooting.

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.

Discipline to follow runbooks and elevate correcty.

Willing to work shifts (follow-the-sun; region-local daytime where possible).