Cloud Technical Support - BytePlus

Responsibilities:

1. Provide technical support for BytePlus cloud products to global customers. Acknowledge and resolve issues through ticketing systems, emails, IM channels, delivering efficient and professional service experiences.
2. Perform rapid analysis and timely resolution of complex technical problems. Collaborate with technical experts or R&D teams to ensure efficient problem resolution. Maintain responsibility for customer satisfaction, service quality and key performance indicators, including response time, resolution time, resolution rate, and issue closure rate.
3. Identify urgent and critical issues, assess complaints, and prioritize or escalate them to minimize resolution time and mitigate risks.
4. Collect, synthesize, and summarize customer feedback to drive continuous product optimization. Follow up on identified requirements and defects, collaborating with cross-functional teams to enhance product capabilities and user experience.
5. Continuously improve support processes and tool systems. Deliver internal and external knowledge sharing sessions and technical training. Contribute to team skill improvement, knowledge base development and the development of AI-driven support tools.

Qualifications

Minimum Qualifications

1. Bachelor's degree or above in Computer Science or related field.
2. Minimum 5 years of experience in R&D, technical operations or system maintenance.
3. Strong understanding of cloud technologies including compute, networking, storage, containerization technology, CDN, video technology, and large-scale AI models.
4. Extensive troubleshooting or operations in several of these domains.
5. Proven customer-centric mindset with professional customer service and technical communication skills. Ability to work under pressure and complete tasks independently.

Preferred Qualifications

1. Hands-on experience with public cloud service (e.g. AWS, Azure).
2. Familiar with various diagnostic tools and testing tools. Programming skills in Shell, Python, Golang, C/C++, JAVA or other languages are advantageous.