Job Description

As a Senior Frontline Cloud Support Engineer, you will serve as the first point of contact for international public cloud customers through instant messaging, ITSM tickets, hotline calls, and other supported service channels.

In addition to handling frontline customer requests, you will perform in-depth initial troubleshooting, support complex and high-impact cases, prepare high-quality escalation materials, and coordinate with specialized support or product teams until customer issues are resolved.

You will also contribute to knowledge base development, process improvement, case reviews, and the technical development of less-experienced engineers.

This is a customer-facing frontline role that requires direct ticket and hotline handling, strong ownership, clear Mandarin and English communication, and the ability to work in a 24x7 rotating shift environment.

Key Responsibilities

• Serve as the first point of contact for international public cloud customers, providing remote technical support through instant messaging, ITSM tickets, and hotline calls.
• Understand customer requirements, assess business impact, and perform initial troubleshooting using knowledge bases, product documentation, monitoring information, logs, and diagnostic tools.
• Accurately gather customer requirements, identify technical issues, escalate tickets when necessary, and engage specialized support or product teams until the issue is fully resolved.
• Clearly document problem details, troubleshooting actions, and findings, and prepare comprehensive escalation materials for issues requiring further investigation.
• Create and maintain knowledge base articles and troubleshooting guides, share technical knowledge, and support the capability development of less-experienced engineers.
• Proactively communicate troubleshooting progress, risks, and next steps to customers while managing their expectations professionally.

Job Requirements