Cloud Operations & Support Engineer (L1 / L2)

About the role

As a Cloud Operations & Support Engineer, you are the front line for a public-cloud GPU platform (10,000+ GPU, multi-region) running 7×24 for external customers under SLA. Within each shift you both handle customer tickets and monitor platform health / respond to alerts (NOC) — triaging, resolving what you can, and escalating cleanly. This is a dual-responsibility, follow-the-sun role across regions.

Key responsibilities

• Handle customer support tickets and requests: intake, triage, troubleshooting, resolution, and clear status communication within SLA response / resolution targets.
• Monitor platform health and respond to alerts (NOC first response): acknowledge, assess severity, initiate incident handling, and post customer-facing status updates.
• Troubleshoot common issues across GPU instances, VM / bare metal, networking, drivers / CUDA, storage, and billing / quota, using runbooks.
• Escalate cleanly along the chain (L1/L2 → L3 → SRE / Compute / R&D) with full context; never leave a ticket or alert unowned.
• Maintain and improve runbooks, knowledge base, and canned responses.
• Participate in a follow-the-sun 7×24 shift rotation across regions.
• Track and report ticket / alert metrics (response time, resolution time, MTTA).

About you

• 1+ years (Middle: 3+) in cloud / technical support, NOC, or IT operations; strong new grads considered for L1.
• Solid Linux, networking, and cloud basics; methodical troubleshooting.
• Familiarity with GPU / CUDA, containers, VM / bare metal, or storage is a strong plus (trainable for the rest).
• Can definitely use Mandarin as the working language. Strong written English and customer communication; calm under incidents.
• Discipline to follow runbooks and escalate correctly.
• Willing to work shifts (follow-the-sun; region-local daytime where possible).