Cloud Support Engineer I (Tier 1)

CloudMile; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

CloudMile is seeking a Tier 1 Cloud Support Engineer in Kuala Lumpur to be the first contact point for customers, diagnose issues and resolve them across CSP platforms. You will triage, reproduce, and apply troubleshooting techniques, escalating complex cases to Tier 2 as needed.

You may also mentor new hires, contribute to training materials, and help improve processes, systems, and tools, while maintaining a strong focus on customer satisfaction and clear communication in English.

Qualifications

• Bachelor degree in computer science, information technology or a related field.
• At least 1 year of working experience with CSP platforms (Google Cloud, AWS, Azure, Alibaba Cloud).
• CSP certifications: Associate (Azure), Professional (AWS), or Engineer (Google Cloud).
• Solid understanding of cloud computing, storage and networking.
• Knowledge of DNS, TCP/IP, HTTP.
• Strong English communication; multilingual skills are a plus.
• Willingness to work in shifts.

Responsibilities

• Solve customer tickets via multiple channels (ticketing, phone, email, live chat).
• Evaluate issue validity, severity, and information accuracy.
• Triage and reproduce issues; apply troubleshooting to provide solutions.
• Escalate to Tier 2 when beyond capability.
• Coach/mentor new hires; develop training; write tools or scripts.

Skills

Customer communication

Troubleshooting

Documentation/Knowledge base

Team collaboration

Multilingual communication

Education

Bachelor degree in computer science or related field

Tools

Google Cloud

AWS

Azure

Linux/Networking basics

Job description

CloudMile is seeking a Tier 1 Cloud Support Engineer in Kuala Lumpur to be the first contact point for customers, diagnose issues and resolve them across CSP platforms. You will triage, reproduce, and apply troubleshooting techniques, escalating complex cases to Tier 2 as needed.

You may also mentor new hires, contribute to training materials, and help improve processes, systems, and tools, while maintaining a strong focus on customer satisfaction and clear communication in English.