Cloud Operations & Support Engineer (L1 / L2)

Straitdeer Pte. Ltd.; Penang; On-site; MYR 78,000 - 123,000; Full time

Job summary

Straitdeer Pte. Ltd. is seeking a Cloud Operations & Support Engineer (L1/L2) to be the front line for a public-cloud GPU platform, handling tickets and monitoring health 7x24 across regions.

You will triage, resolve what you can, and escalate with clear context to ensure SLA targets are met. The role requires solid Linux and networking basics, familiarity with GPU/CUDA, containers, VM or bare metal, and strong English communication; Mandarin is a plus.

Qualifications

• 1+ years in cloud/technical support, NOC or IT operations.
• Solid Linux and networking fundamentals.
• Experience with GPU/CUDA, containers, VM/bare metal, or storage is a plus.
• Strong written English and customer communication; Mandarin working language.
• Willing to work follow-the-sun shifts.

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 7×24 shift rotation across regions.
• Track and report ticket / alert metrics (response time, resolution time, MTTA).

Skills

Linux

Networking

Cloud basics

Troubleshooting

Communication

Tools

GPU/CUDA

Containers

VM/Bare metal

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 7×24 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 7×24 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).

Can definitely use Mandarin as the working language. Strong written English and customer communication; calm under incidents.

Discipline to follow runbooks and escalation correctly.

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