Cloud Engineer

Whale Cloud Technology Co., Ltd ("Whale Cloud") is a leading technology company providing diverse software solutions and professional services, including business support system, operations support system, data intelligence, 5G support system, cloud computing, eCommerce, finance, IoT, and digital transformation consulting services. Founded in 2003, the company provides services to various market segments including telecom operators, governments, and enterprises around the world. At present, Whale Cloud has built its core competitiveness in communications software, operation services, cloud computing, big data analytics, AI, and Internet architecture. For more information, please visit our website.

The Role

Job Summary:

As a member of our Alibaba Cloud Technical Support Operations team, you will play a crucial role in ensuring the smooth operation of our cloud services and providing top-notch technical support to our customers. You will work closely with our customers and internal teams to troubleshoot and resolve technical issues, contribute to process improvement, and maintain a high level of customer satisfaction.

Responsibilities:

• Provide expert technical support to customers using Alibaba Cloud products, including ECS, RDS, VPC, and more.
• Provide advanced technical support to customers encountering issues with Alibaba Cloud products, networking, Kubernetes deployments, and DNS configurations.
• Diagnose and troubleshoot complex technical problems, collaborating with customers and internal teams to reach timely resolutions.
• Offer expert guidance on networking best practices, including VPC configurations, security groups, and load balancing.
• Assist customers in Kubernetes-related challenges, including cluster setup, container orchestration, and application deployments.
• Resolve DNS-related issues, including domain configuration, record management, and troubleshooting DNS resolution problems.
• Diagnose and troubleshoot complex technical issues related to Alibaba Cloud products and services, collaborating with cross-functional teams when necessary.
• Escalate critical issues to higher-level support or engineering teams as needed.
• Provide technical support to customers via various communication channels, including email, chat, and phone.
• Collaborate with cross-functional teams to resolve complex technical problems promptly.
• Document customer interactions, issues, and resolutions in a clear and concise manner.
• Participate in on-call rotation to provide 24/7 support when required.
• Continuously update knowledge and skills on Alibaba Cloud services and technologies.
• Identify opportunities for process improvement and contribute to enhancing support procedures.
• Assist in creating and maintaining support documentation and knowledge base articles.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.

Ideal Profile

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Strong expertise in Cloud products and services, particularly in networking, Kubernetes, and DNS configurations.
• Relevant certifications, such as Alibaba Cloud Certified Professional or Kubernetes certifications, are a plus.
• Exceptional problem-solving and troubleshooting skills.
• Outstanding communication and customer service abilities.
• Experience in providing technical support, preferably in a cloud computing or networking environment.
• Familiarity with ticketing systems and support tools.
• Willingness to work flexible hours, including weekends and holidays as needed.

What's on Offer?

• Work within a company with a solid track record of success.
• Work alongside & learn from best in class talent.