Associate Cloud / Network Support Engineer — New Graduate WELCOME!

Zenlayer, Inc • Diamond Bar, CA

1d

About The Position

Zenlayer is seeking a curious, customer-focused early-career engineer interested in building a career in cloud infrastructure and network support. Recent graduates are welcome, and prior full-time experience is not required. The role emphasizes foundational technical skills, hands-on learning, clear communication, and disciplined troubleshooting rather than advanced production-network expertise.

The engineer will handle initial customer questions and support requests using established procedures and guidance from experienced engineers. They will perform basic connectivity checks, review logs, collect diagnostic information, and practice structured troubleshooting of TCP/IP, DNS, routing, and basic cloud infrastructure issues. The role also involves documenting customer symptoms and investigation findings, providing timely updates, escalating issues with relevant evidence, and assisting with incident follow-up and preventive checks.

As product knowledge grows, the engineer will contribute to knowledge-base articles and troubleshooting guides and develop deeper networking, Linux, virtualization, and cloud support skills through guided practice. Success means building strong technical fundamentals, communicating clearly with customers, gathering useful diagnostic evidence, following escalation procedures, and progressively resolving routine issues with less guidance.

Requirements

• Bachelor’s degree in a relevant field, or equivalent practical training.
• Foundational understanding of TCP/IP, DNS, IP addressing, subnetting, and basic routing.
• Basic familiarity with Linux command-line tools, developed through coursework, projects, labs, internships, or other practical experience.
• Ability to explain a troubleshooting approach, ask focused questions, and learn from feedback.
• Clear written and verbal English communication skills and an interest in working directly with customers.
• Attention to detail, a collaborative attitude, and willingness to follow support and escalation procedures.
• Applicants from related majors should be able to demonstrate networking and Linux fundamentals through coursework, labs, projects, or internships.

Nice To Haves

• Preferred majors include Computer Engineering, Computer Science, Information Technology, Information Systems, and Telecommunications / Network Engineering.
• Electrical Engineering coursework in networking or computer systems.
• Coursework or projects involving computer networks, operating systems, virtualization, or cloud infrastructure.
• Internship, campus IT, help desk, lab support, or other relevant technical experience.
• Hands-on practice with packet captures, network simulation tools, or a home lab.
• CCNA or an entry-level cloud certification, or progress toward one.
• Basic Python, Bash, or other scripting experience.
• Exposure to BGP, OSPF, IS-IS, or MPLS.

Responsibilities

• Handle initial customer questions and support requests using established procedures and guidance from experienced engineers.
• Perform basic connectivity checks, review logs, and collect diagnostic information to support issue investigation.
• Practice structured troubleshooting of TCP/IP, DNS, routing, and basic cloud infrastructure issues.
• Document customer symptoms, investigation steps, and findings clearly in support cases.
• Provide timely customer updates and escalate issues with relevant evidence when they exceed the employee’s access, knowledge, or authority.
• Assist experienced engineers with incident follow-up, post-incident documentation, and preventive checks.
• Contribute to knowledge-base articles and troubleshooting guides as product knowledge grows.
• Develop networking, Linux, virtualization, and cloud support skills through guided practice.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level