Cloud Support Engineer

Cloud Technical Support Specialist (For all Shards- Infra/Network/Platform/Data)

Scope of responsibilities

Engage with customers via email or chat to diagnose, resolve their issues and track support queries.

Address customer-specific architectural design requirements, offering targeted solutions for specific products or product features, ensuring tailored and effective responses.

Ensure speedy response and resolution times, consistently meeting or exceeding our Service Level Objectives (SLOs).

Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases.

Utilize advanced troubleshooting tools and techniques to pinpoint the root cause of issues and provide customers with clear, comprehensive assessments.

Document and classify internal queries, problems, and preventative actions, contributing to thorough retroactive analysis and continuous improvement.

File detailed issue reports to Engineers, assist in building comprehensive documentation and procedures, document desired behavior, reproduce steps, and suggest code-level solutions for complex product bugs

Must Have:

Good Understanding of Cloud concepts.

Basic understanding in Linux

Strong in Troubleshooting ability.

Good communication skills.

Language ability (Japanese OR Chinese OR Korean).

Customer support skills.

Basic understanding in Networking.

Customer Empathy skill