Senior Cloud Technical Support Engineers

Role Summary

We are looking for experienced Cloud Technical Support Engineers to join a fast-paced, customer-facing support team. You will serve as the technical authority on the front line — resolving complex cloud issues independently, guiding junior engineers, and ensuring SLA compliance. This role suits candidates who are hands-on, execution-driven, and thrive in a high-accountability environment.

Main Responsibilities

• Serve as the team's cloud technical expert, independently handling complex user tickets and minimising escalation to backend teams to improve first-line self-resolution rate.
• Provide real-time technical guidance to team engineers, raising the overall problem-solving capability of the first-line support team.
• Assist in handling P1 and P2 critical cases and ensure timely resolution in line with SLA requirements.
• Participate in the construction and maintenance of the knowledge base; write technical documents and FAQ solutions to promote knowledge sharing.
• Identify common issues and training needs within the team; assist in developing and executing training plans.
• Support and coach junior team members on ticket handling, technical skills, and cloud certification preparation (Senior level).
• Participate in 7×24 shift rotation.
• Drive the team towards a proactive, self-motivated culture rather than reactive SLA response.
• Qualifications & Experience
• Degree in Computer Science, Information Technology, or a related discipline (educational background is not the primary focus — hands-on experience takes priority).
• More than 7 years of experience in infrastructure and public cloud technical support, operations, or related fields.
• Hands-on experience with at least one major public cloud platform
• Alibaba Cloud, Huawei Cloud, or Tencent Cloud preferred;
• AWS or Azure also acceptable.
• Proficient in Linux/Unix and Windows Server with strong system troubleshooting skills and familiarity with command-line tools.
• Solid understanding of networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, Load Balancing — able to troubleshoot common network issues independently.
• Fluent in both Mandarin Chinese and English (listening, speaking, reading, writing) — ability to communicate professionally with global teams in both languages is essential.
• Strong customer communication skills, problem analysis ability, and logical thinking.
• Excellent stress tolerance, teamwork, and execution capability.
• Candidates with a stable work history and strong follow-through are preferred.
• Shift Schedule7×24 rotating shift: day shift (8:00–17:00), evening shift (17:00–01:00), and occasional midnight shift.
• Standard 5 working days per week with 2 days off; typically one shift per day.22 working days per month.
• Participation in technical meetings and process-change briefings required.
• For Senior Candidates (additional requirements):
• Team management or mentoring experience.
• Experience training new hires and coaching junior staff.
• Strong communication skills and professional maturity.
• Nice to Have
• Certifications in major public cloud platforms (Alibaba Cloud, Huawei Cloud, AWS, Azure, etc.).
• Experience with ITIL or PMP IT service management frameworks.
• Hands-on experience with containerisation technologies (Docker, Kubernetes).
• Experience working in cross-national or multicultural team environments.