Cloud Technical Support Engineer

Sailglobal; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Sailglobal in Kuala Lumpur is seeking an experienced Cloud Technical Support Engineer to provide second-level (L2) technical support for enterprise cloud customers. The role requires strong cloud computing know-how, Linux/Windows administration, networking, and proactive issue resolution.

You will work across Chinese and English communications, handle complex incidents, and collaborate with product and engineering teams to improve cloud solutions while adhering to rotational shift requirements.

Qualifications

• Bachelor's degree or above required in a technical field.
• Minimum 3 years of cloud computing, IT operations, technical support, development and operations, or cloud solutions.
• Strong hands-on troubleshooting experience with complex technical issues.
• Experience in cloud architecture optimization and supporting enterprise deployments.

Responsibilities

• Provide L2 technical support for enterprise cloud customers, handling complex inquiries and incidents.
• Investigate, troubleshoot, and resolve cloud issues to ensure uptime and customer satisfaction.
• Collaborate with product and engineering teams to resolve technical challenges and drive improvements.
• Assist customers with cloud deployment, optimization, and architecture planning.

Skills

Cloud computing

Troubleshooting

Networking

Linux

Windows

Scripting

Customer communication

Problem solving

Chinese/English

Education

Bachelor's degree or above

Tools

Alibaba Cloud

Job description

Location: Location: UOA Corporate Tower, Bangsar South, KL (5-Min Covered Walk to Universiti LRT)

Experience Required: 3+ Years

Education: Bachelor's Degree or Above

Language Requirements: Chinese and English

Work Arrangement: Rotational Shifts

About the Role

We are looking for an experienced Cloud Technical Support Engineer to provide second-level (L2) technical support for enterprise cloud customers in Kuala Lumpur.

The ideal candidate should have a strong technical background in cloud computing, Linux/Windows systems, networking, and troubleshooting. You will be responsible for resolving complex technical issues, ensuring cloud platform stability, and supporting customers in deploying and optimizing their cloud-based solutions.

This position requires strong problem-solving skills, excellent customer communication abilities in both Chinese and English, and flexibility to work rotational shifts.

Key Responsibilities

1. Cloud Technical Support & Troubleshooting

• Provide L2 technical support for enterprise cloud customers, handling complex technical inquiries, system incidents, and service escalations.
• Investigate, troubleshoot, and resolve cloud-related technical issues to ensure timely resolution and customer satisfaction.
• Support critical business operations and provide technical assistance during major incidents.
• Work on rotational shifts:
• Morning Shift: 08:00–16:00
• Evening Shift: 16:00–00:00
• Night Shift: 00:00–08:00

2. Customer Issue Management & Product Improvement

• Track and manage critical customer requirements, technical issues, and product bugs.
• Collaborate with product development and engineering teams to resolve technical challenges and implement product improvements.
• Ensure effective communication and follow-up throughout the issue resolution process.

3. Cloud Platform Stability & Risk Management

• Utilize Alibaba Cloud monitoring, inspection, and diagnostic tools to identify potential risks in customers' cloud environments.
• Provide proactive recommendations and technical solutions to improve system stability, reliability, and performance.
• Help customers minimize operational risks and maintain business continuity.

4. Cloud Solution Delivery & Customer Support

• Provide enterprise-level technical solutions based on customers' cloud computing requirements.
• Assist customers with cloud architecture planning, deployment, optimization, and implementation.
• Work closely with customers to support successful cloud adoption and optimize cloud resource utilization.

Job Requirements

Education & Experience

• Bachelor's degree or above, preferably in Computer Science, Software Engineering, Cloud Computing, or a related technical field.
• Minimum 3 years of relevant experience in cloud computing, IT operations, technical support, development and operations, or cloud solutions.
• Strong hands-on experience in troubleshooting and resolving complex technical issues.
• Experience in cloud architecture optimization and supporting enterprise cloud deployments.

Technical Skills

• Good understanding of Linux and Windows operating systems, including system administration and troubleshooting.
• Solid knowledge of computer networking fundamentals and TCP/IP protocols.
• Proficiency in at least one programming or scripting language, such as Java, C, C++, Python, Shell, or Perl.
• Ability to diagnose and resolve technical issues independently.
• Good understanding of cloud computing technologies and IT infrastructure.

Language & Communication

• Proficiency in both Chinese and English, with the ability to use both languages in a professional working environment.
• Strong communication and interpersonal skills, particularly when interacting with enterprise customers and internal technical teams.

Other Requirements

• Strong analytical and problem-solving abilities.
• Proactive attitude with a strong sense of ownership and responsibility.
• Excellent teamwork and customer service skills.
• Passion for cloud computing and emerging technologies.
• Willingness to work rotational shifts, including morning, evening, and night shifts.