Cloud Support Engineer (L1)

CloudMile; Kuala Lumpur; On-site; MYR 48,000 - 84,000; Full time

Job summary

CloudMile, Asia's leading AI and Cloud tech firm, seeks Tier 1 Cloud Support Engineer to be the first contact for technical assistance. You will understand issues, validate them, and provide solutions within scope.

The role includes mentoring, creating training materials, and contributing to process improvements. Ideal candidates have CSP experience (Google Cloud, AWS, Azure, Alibaba Cloud), strong cloud/networking knowledge, and excellent English communication.

Qualifications

• Bachelor degree in computer science, information technology or a related field.
• At least 1 year of working experience with any CSP (Google Cloud, AWS, Azure, Alibaba Cloud).
• CSP certification at Associate level (Azure) or Professional level (AWS) or Engineer level (Google Cloud).
• Strong understanding of cloud computing, storage and networking.
• Understanding of networking principles and ability to troubleshoot (DNS, TCP/IP, HTTP).
• Knowledge of security protocols such as IPsec, HTTPS and TLS.
• Foundational understanding of VM technologies.
• Excellent written and verbal communication skills in English; multilingual is a plus.
• Flexibility to work in shifts.

Responsibilities

• This is a customer support role.
• Handle tickets through various channels: ticketing, phone, email, and live chat.
• Evaluate issue validity, severity and information accuracy for customers.
• Triage and reproduce issues; apply troubleshooting to resolve.
• Elevate complex issues to Tier 2 engineers.
• Mentor new hires and contribute to training and tooling.
• Write knowledge base articles and customer-facing tutorials.
• Support career development and process improvements.

Skills

Cloud computing

Networking

Troubleshooting

Security protocols

VM technologies

English communication

Multi-lingual advantage

Education

Bachelor's degree in computer science or IT

Tools

Google Cloud

AWS

Azure

Alibaba Cloud

Job description

CloudMile, a leading AI and Cloud technology company in Asia that focuses on digital transformation and growth for its corporate clients. We are the winner of the 2023 Google Cloud Sales Partner of the Year for the Greater China region, recognized for its innovative thinking, outstanding customer service, and best-in-class use of Google Cloud products and services. As a member of the “CloudMiler” team, you will be the forerunner of assisting companies in Asia in their digital transformation by taking advantage of cloud technology, data and AI. As the members of a still-young company, we do not believe in the “best” candidate; instead, we believe in sharing a “mutual vision” that enables us to work for the same goal together.

As a Tier 1 Cloud Support Engineer, you will act as the first contact point for customers who reach out to CloudMile for technical assistance. You will communicate with clients to understand the issue they are facing, validate the issue to make sure the complaints reflect the actual event, and solve the issues if it is within your capability. If you fit the description, we are interested to talk to you! “CloudMiler” is a group of smart people, passionate about cloud computing, data and AI. We believe that world class support is critical to customer success

Key job responsibilities

• This is a customer support role.
• On a typical day, a Tier 1 Cloud Support Engineer will be primarily responsible for solving customer’s tickets through a variety of customer contact channels which may include ticketing system, telephone, email, and web/live chat.
• You will communicate with customers to evaluate the issues validity, severity and information accuracy.
• You will triage and attempt to reproduce the issue. You will apply troubleshooting techniques to provide solutions for the customers.
• You will elevate issues to Tier 2 Cloud Support Engineer should the issue be beyond your capabilities.
• You may also coach/mentor new hires, develop & present training, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

A day in the life of a Tier 1 Cloud Support Engineer

• Learn and use technologies from CSPs.
• Sharpen troubleshooting techniques to provide support to our customers more efficiently.
• Work on new tickets that may originate from multiple cloud services, CSPs and products.
• Receive notification alerts from the customer's environment. Investigate and triage the alerts for further actions.
• Work directly with customers' technical stakeholders to resolve customer issues.
• Raise support tickets to 3rd party products and follow up closely on behalf of customers should certain situations arise.
• Write knowledge base, tutorials, how-to videos, and other technical articles for the customer community.
• Career development: We promote advancement opportunities horizontally and vertically across the organization to help you meet your career goals.
• Training: We have programs to help you acquire certification and develop the skills required to be successful in your role.

BASIC QUALIFICATIONS

• Bachelor degree in computer science, information technology or a related field.
• At least 1 year of working experience with any one of the CSPs (Google Cloud, AWS, Azure, Alibcloud) platform.
• Certification in any of the CSPs certificates, at least Associate level (Azure) or Professional level (AWS) or Engineer level (Google Cloud).
• Strong understanding of cloud computing, storage and networking.
• Understanding of networking principles and ability to troubleshoot (DNS, TCP/IP, HTTP).
• Good knowledge of security protocols, such as IPsec, HTTPS and TLS.
• Foundational understanding of VM or VM related technologies.
• Demonstrate ability to troubleshoot and resolve cloud-related issues.
• Exceptional communication skill and customer focus / Customer service experience.
• Excellent written and verbal communication skills in English. Multi-lingua (English, Mandarin, Malay/Indonesian, other Southeast Asian languages) is an added advantage
• Flexibility to work in shifts.

PREFERRED QUALIFICATIONS

• Experience working in a technical call center environment.
• Foundational knowledge of databases and Structured Query Language (SQL) or Python.