Full Time Senior Cloud Technical Support Engineer (Multilingual) Jobs, in Elitez Malaysia Federal Territory - Maukerja

Industry: Cloud Computing & Enterprise Digital Solutions

Location: Kuala Lumpur, Malaysia (Onsite)

Job Overview

We are looking for a Senior Cloud Technical Support Engineer with strong technical expertise in cloud infrastructure, networking, DevOps, and enterprise environments.

In this role, you will handle complex technical incidents, provide advanced troubleshooting support, collaborate closely with Product and Engineering teams, and help enterprise customers optimize their cloud infrastructure.

Key Responsibilities

1. Complex Incident Management

• Act as the final escalation point for Level 1 technical issues.
• Lead troubleshooting and resolution of high-priority P0/P1 incidents involving complex hybrid cloud architectures.
• Perform in-depth Root Cause Analysis (RCA) and recommend effective solutions.

2. Product & Engineering Collaboration

• Provide deep technical insights and feedback to R&D teams to resolve complex product issues.
• Identify systemic architectural weaknesses and propose optimization solutions.
• Contribute to product improvements and influence the product roadmap through technical recommendations.

3. Customer Success & Risk Mitigation

• Conduct proactive technical audits and architectural reviews for Key Accounts.
• Use diagnostic tools to identify potential risks and design High Availability (HA) and Disaster Recovery (DR) strategies.
• Support enterprise customers in optimizing system performance, reliability, and infrastructure architecture.

4. Technical Documentation & Knowledge Sharing

• Create and maintain technical documentation, troubleshooting playbooks, and internal Knowledge Base (KB) articles.
• Share technical knowledge and best practices to improve the overall team's capabilities.

Job Requirements

1. Professional Experience

• 3–5+ years of experience in Cloud Computing (IaaS/PaaS/SaaS), DevOps, or Enterprise Architecture.
• Proven experience supporting Fortune 500 companies or large-scale enterprise customers.
• Demonstrated ability to lead complex cloud migration projects or large-scale system troubleshooting under high-pressure situations.

2. Cloud Infrastructure & System Administration

• Deep understanding of Linux/Windows kernel tuning and performance optimization.
• Strong knowledge of cloud infrastructure and hybrid cloud environments.

3. Advanced Networking

• Strong expertise in VPC, BGP, VPN, Express Connect (Direct Connect), and SD-WAN.
• Ability to analyze network packet loss and latency using professional tools such as Wireshark and Tcpdump.

4. Database & Big Data

• Hands-on experience in database performance tuning and migration for at least two database engines, such as MySQL, Redis, or MongoDB.

5. Cloud-Native Technologies

• Proficiency in containerization technologies, including Docker and Kubernetes.
• Strong understanding of Microservices architecture.
• Hands-on experience with Infrastructure as Code (IaC) tools such as Terraform or CloudFormation.

6. Automation & Scripting

• Strong scripting and automation skills using Python, Go, or Shell.
• Ability to automate repetitive technical support tasks and improve operational efficiency with an SRE mindset.

7. Language Requirements

• Professional proficiency in English AND at least ONE of the following languages: Spanish/ Portuguese/ Turkish/ Arabic.
• Ability to conduct in-depth technical discussions and prepare Root Cause Analysis (RCA) reports in both English and the additional language.

8. Preferred Certifications

• Alibaba Cloud ACP (Professional) or ACE (Expert) certification is highly preferred.
• Equivalent professional certifications are also considered, including:
• AWS Professional / Specialty
• Microsoft Azure Solutions Architect
• Google Cloud Professional Architect

Key Competencies

• Strong analytical and logical thinking skills, with the ability to perform complex Root Cause Analysis.
• Excellent crisis communication skills, especially when communicating with customer CTOs and IT Directors during major system outages.
• Ability to remain calm and make effective technical decisions under pressure.
• Strong collaboration skills when working with customers, internal technical teams, and R&D.

Working Information

• Work Location: Kuala Lumpur, Malaysia – Onsite.
• Working Hours: Night shifts are uncommon, approximately once every 1–2 months.
• Employment Arrangement: Employment contract through BIPO, expected to be a one-year renewable contract.