Cloud Support Engineer (Ref 26456)

Responsibilities

• Responsible for the daily management, configuration optimisation and troubleshooting of cloud platform products, including computing, storage, databases, AI intelligent recommendation, big data, network security and related cloud products.

• Handle technical support requests, including customer issue resolution, quality assurance, troubleshooting and issue tracking. 

• Provide operational management and optimisation recommendations based on customer usage behaviour and business scenarios to enhance customer experience and product value.

• Follow up on cloud product iterations, understand product functions and technical selection, continuously update industry knowledge, and provide technical support and business consultation to external parties.

• Collaborate with internal teams to identify root causes of technical issues, drive cloud product and technical improvements, and ensure timely resolution and feedback.

Requirements

• 3 years of experience in cloud technology support, solutions consultancy or related work. Understanding of mainstream cloud service products, distributed architecture and container technologies is preferred.

• Basic understanding of cloud computing products, application scenarios, configuration items and deployment methods.

• Experience in cloud service operations or optimisation are preferred. Candidates with relevant cloud certifications will have an added advantage.

• Strong written and verbal communication skills, with the ability to prepare, review, and maintain technical documentation, business materials, and customer-facing communications. Ability to communicate effectively with English- and Mandarin-speaking stakeholders, customers, or partners where required by business needs.

• Strong logical thinking and problem-solving skills, proactive work attitude, good customer service awareness and cross-functional collaboration capability, with continuous learning ability.

• Familiar with Windows and Linux operating systems, and understands the fundamentals of mainstream large-scale models / AI technologies.

Licence no: 12C6060