Technical Support Engineer(Cloud Operations Engineer)
Relocate in Saudi Arabia
Workday: 1 week with 2 days off, and 24/7 (shift) monthly
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 rotation to provide 24/7 (3 shifts) support
- 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.
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