- Workplace
- Remote
- Department
- Engineering
- Education
- Certification
- Source
- Freshteam
Description
Job Description: We are currently looking for a Service Support Engineer who will fully engage in Cloud and Infrastructure Support; as well as incident management and office automation functions.
Responsibilities:
- Provide technical support: Serve as the first point of contact for external customers inquiries and troubleshoot issues related to cloud infrastructure, network and security services, and applications. (Cloudflare, Akamai, etc.)
- Ensure system availability and performance: Monitor and maintain the health and performance of cloud-based systems and applications. Proactively identify and resolve any performance bottlenecks or availability issues.
- Perform incident management: Investigate and resolve technical incidents, working closely with cross-functional teams to ensure timely resolution and minimise business impact. Document incident details and contribute to the creation of incident response procedures.
- Support root cause analysis: Analyse complex technical issues and conduct root cause analysis to identify underlying problems. Collaborate with engineering and development teams to implement long-term solutions and prevent recurrence of issues.
- Implement and maintain automation: Learn to develop and maintain basic scripts and automation workflows for cloud infrastructure management. Utilise tools to assist in streamlining repetitive tasks.
- Collaborate with cross-functional teams: Work closely with development, operations, and security teams to ensure seamless cloud services and systems integration. Participate in cross-functional projects and provide technical expertise as needed.
- Stay updated on industry trends: Keep abreast of the latest trends, best practices, and technologies in cloud computing. Continuously enhance knowledge and skills related to cloud platforms, services, and infrastructure.
- Participate in on-call rotations: Be available for on-call support and respond to critical incidents outside regular working hours. Collaborate effectively with team members during on-call shifts to ensure timely incident resolution.
Requirements:
- Hold a diploma/high-diploma/degree in Computer Science, Engineering, or a related field.
- Proven experience implementing public cloud solutions (AWS/Azure/GCP/Tencent/ Alibaba/Huawei Cloud) with a strong track record of successful cloud deployments(Certification).
- Knowledgeable in cloud security practices or zero trust security concepts (IAM, MDM, CASB, SWG , Cloudflare,OKTA etc. )
- Basic understanding of cloud network configurations, virtualisation technologies, and collaboration tools.
- Strong problem-solving skills and the ability to investigate and resolve complex cloud-related incidents.
- Good communication and interpersonal skills, with the ability to work effectively in a team.
- A strong interest in learning about cloud security practices.
- Relevant certifications in public cloud platforms or cloud security are a plus.
- Night shift work will be required due to project demand