Cloud Technical Support Engineer
About The Position
Zenlayer is seeking a customer-focused Cloud Technical Support Engineer with strong networking fundamentals and hands-on troubleshooting experience. The role owns customer support cases, coordinates with product and engineering teams, and helps improve the reliability and supportability of cloud infrastructure services. It emphasizes independent technical investigation, incident ownership, and proactive customer support. Success in the role means taking ownership of cases, providing timely and accurate customer updates, producing actionable escalations, and helping prevent repeat incidents through documentation and process improvements.
Requirements
- Bachelor’s degree or higher in a relevant field. Preferred majors include Computer Engineering, Computer Science, Information Technology, Information Systems, and Telecommunications / Network Engineering. Electrical Engineering with networking or computer systems coursework is also preferred. Other related majors are welcome when supported by relevant technical support or network troubleshooting experience.
- At least two years of relevant technical support, network operations, or infrastructure troubleshooting experience.
- Strong understanding of TCP/IP and routing concepts, including OSPF, IS-IS, BGP, and MPLS, with practical troubleshooting capability.
- Ability to investigate technical problems independently, prioritize competing issues, and recognize when escalation is needed.
- Clear written and verbal English communication skills, including the ability to explain technical issues to customers.
- Strong ownership, customer service orientation, and a calm, structured approach to time-sensitive incidents.
Nice To Haves
- Technical support experience with networking, storage, virtualization, or cloud infrastructure products.
- Hands-on experience with Linux, packet analysis tools, and network diagnostic utilities.
- Experience documenting incident findings, root causes, and preventive actions.
- Relevant networking or cloud certifications, such as CCNA, CCNP, or an AWS, Azure, or Google Cloud certification.
- Basic scripting skills for troubleshooting or support automation.
Responsibilities
- Respond promptly to customer questions and technical issues, communicate clear next steps, and manage cases through resolution.
- Investigate cloud infrastructure and network connectivity issues using logs, packet captures, monitoring data, and structured troubleshooting methods.
- Troubleshoot TCP/IP and routing issues involving OSPF, IS-IS, BGP, and MPLS within the supported environment.
- Coordinate escalations with product and engineering teams, providing reproducible findings, relevant evidence, and customer impact summaries.
- Support incident response, track corrective actions, and contribute to root-cause analyses and post-incident reviews.
- Identify potential customer technical risks and recommend preventive measures to reduce recurring incidents.
- Develop and maintain support playbooks, escalation workflows, troubleshooting guides, and knowledge-base articles.
- Share technical knowledge with colleagues and help strengthen support processes and customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
