Technical Support Engineer

Whale Cloud Technology; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A technology company located in Kuala Lumpur seeks an after-sales operation and maintenance support specialist for private cloud products. The ideal candidate should have a Bachelor's degree in IT, strong troubleshooting abilities in Linux environments, and excellent problem-solving skills. Proficiency in Chinese is required for liaising with counterparts. This role entails managing customer issues, ensuring stable operations, and enhancing the quality of services provided to clients.

Qualifications

• Thorough understanding of Linux operating systems and network-related concepts.
• Knowledge of operation and maintenance change management.
• Candidates with relevant cloud certifications preferred.

Responsibilities

• Responsible for after-sales operation and maintenance support.
• Manage customer issues and track stability risks.
• Identify critical customer incidents and promote resolution.

Skills

Problem-solving skills

Troubleshooting capabilities

Team collaboration

Education

Bachelor's degree in Computer Science, Information Technology or related majors

Job description

Responsible for the after-sales operation and maintenance support of private cloud products, including service inspection, emergency fault handling, resource expansion, version update, etc.

Manage customer issues effectively, continuously track stability risks and problems, ensure the stable operation of customer environments, and drive product improvement and optimization.

Identify urgent and critical customer incidents, coordinate backend resources in a timely manner to promote problem resolution, and minimize the impact on customers' businesses.

Accumulate operation and maintenance experience on an ongoing basis, develop and refine Standard Operating Procedures (SOPs), enhance the team’s technical capabilities and service level, and provide high-quality operation and maintenance services to customers.

Job Requirements

Bachelor's degree in Computer Science, Information Technology or related majors.

A thorough understanding of Linux operating systems, containers and network-related concepts (K8S, TCP/IP, DNS, VPC), with strong troubleshooting capabilities.

Knowledge of operation and maintenance change management and data security-related specifications, with a strong sense of compliance and respect for production environments.

Excellent problem-solving skills, proactive work attitude and good team collaboration capabilities.

Candidates with relevant cloud certifications (e.g., AWS Certified SysOps Administrator, Microsoft Certified: Azure Administrator Associate) will be preferred.

Proficient in Chinese langugage is a must, as you are required to liaise with China counterpart.