Senior Cloud Technical Support Engineer

Job Summary

We are looking for an experienced Senior Cloud Technical Support Engineer to join our technical support team in Malaysia.

The successful candidate will be responsible for providing post-sales technical support for cloud-related products and services, as well as handling Service Desk activities and customer technical requests.

The ideal candidate should have 3–5 years of relevant experience in cloud computing, cloud-native technologies, IT infrastructure, system support, or technical support, with hands-on exposure to at least one major public cloud platform.

Important:

This role is only open to candidates who already have the legal right to work in Malaysia. The company does not provide work visa sponsorship or work permit application for this position.

Candidates must be able to communicate in Chinese and English, as the role involves communication with Chinese-speaking customers, internal teams, and technical stakeholders.

Key Responsibilities

·      Provide post-sales technical support for cloud-related products and services.

·      Handle customer technical enquiries, incidents, service requests, and troubleshooting cases.

·      Perform initial diagnosis, troubleshooting, and resolution of cloud-related technical issues.

·      Support issues related to cloud infrastructure, virtual machines, operating systems, networking, storage, containers, and other cloud services.

·      Handle day-to-day Service Desk / Helpdesk tickets, including ticket logging, categorisation, prioritisation, assignment, escalation, follow-up, and closure.

·      Monitor and manage support cases according to agreed SLA and service requirements.

·      Escalate complex technical issues to internal engineering teams, cloud vendors, or relevant third parties when required.

·      Coordinate with internal teams and customers to ensure timely resolution of technical issues.

·      Maintain accurate case records, technical documentation, troubleshooting guides, FAQs, SOPs, and knowledge base articles.

·      Support basic cloud operations and technical service delivery activities when required.

·      Continuously develop technical knowledge of cloud platforms and cloud-native technologies.

Requirements

· Open to Malaysian citizens / candidates who already have valid right to work in Malaysia only.
· No work visa sponsorship / work permit application will be provided for this position.

·      Good command of English and Chinese, both written and spoken, as the role may involve communication with customers and technical teams.

·    3–5 years of working experience in cloud computing, cloud-native technologies, IT infrastructure, system administration, technical support, Service Desk, or other relevant IT-related roles.

·      Hands-on exposure to at least one of the following public cloud platforms:

• Amazon Web Services (AWS)
• Microsoft Azure
• Google Cloud Platform (GCP)
• Alibaba Cloud
• Tencent Cloud
• Huawei Cloud

·      Good understanding of cloud computing concepts and general IT infrastructure.

·      Knowledge or working experience in some of the following areas will be an advantage:

• Virtual Machines / Cloud Compute
• VPC / Networking
• Load Balancers
• Cloud Storage
• Linux / Windows Server
• Docker / Containers
• Kubernetes
• Monitoring and Logging
• IAM / Cloud Security
• DNS and basic network troubleshooting

·      Good troubleshooting, problem-solving, and analytical skills.

·      Able to independently perform initial technical assessment and troubleshooting.

·      Familiar with ticketing systems, incident handling, escalation processes, and SLA-based support environments.

·      Good communication and customer service skills.

·      Able to work effectively with customers, internal technical teams, vendors, and other stakeholders.

·      Able to read and understand English technical documentation.

Added Advantages

Candidates with any of the following will have an added advantage:

·      AWS, Microsoft Azure, Google Cloud, Alibaba Cloud, Tencent Cloud, or Huawei Cloud certifications.

·      Practical experience with Docker, Kubernetes, or other cloud-native technologies.

·      Experience in Cloud Support, Technical Support, IT Support, Service Desk, Helpdesk, System Engineering, Cloud Operations, or Managed Services.

·      Experience supporting enterprise or corporate customers.

·      Familiarity with ITIL processes such as Incident Management, Problem Management, Change Management, and Service Request Management.

·      Experience working in a Managed Service Provider (MSP), Cloud Service Provider (CSP), or IT services environment.

Scope of Support

Cloud Technical Support

·      Cloud post-sales technical support

·      Cloud service troubleshooting

·      Customer technical enquiries

·      Incident investigation and resolution

·      Technical case escalation and follow-up

·      Cloud infrastructure support

·      Basic cloud operations support

Service Desk Support

·      Incident and service request handling

·      Ticket logging and categorisation

·      Ticket prioritisation and assignment

·      First-level troubleshooting

·      Case escalation

·      SLA monitoring and follow-up

·      User and customer technical support

Who We Are Looking For

You do not need to be an expert in every cloud platform.

We are looking for someone who has practical exposure to at least one major public cloud platform, a solid foundation in IT or cloud technologies, and strong troubleshooting and customer support capabilities.

This position is suitable for candidates who would like to further develop their career in Cloud Support, Cloud Operations, Cloud Engineering, or Cloud Managed Services.