Tier 1 Cloud Support Engineer — AI & Cloud Solutions

CloudMile

Kuala Lumpur

On-site

MYR 48,000 - 84,000

Full time

2 days ago

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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.