Location: Istanbul, Turkey

Employment Type: Full-time, Contract

Shift Coverage: EMEA & Global Customers (7×24 rotation)

Alibaba Cloud is the digital technology and intelligence backbone of Alibaba Group, delivering world-class cloud computing, big data, AI, and security services to enterprises worldwide. We empower organizations across industries to build, scale, and innovate securely on the cloud.

Role Overview:

We are looking for a Technical Support Engineer (L1 Support) to join Alibaba Cloud’s global support team based in Istanbul.

As the first line of technical support, you will handle customer inquiries, diagnose technical issues, and provide timely resolutions for Alibaba Cloud products, while collaborating closely with engineering, product, and operations teams.

This role supports customers primarily in Turkey, the Middle East, Europe, and other global regions, and requires participation in 7×24 on-call or shift rotations.

Language Requirement:

Professional Proficiency: English AND (Turkish / Arabic OR Spanish / Portuguese ).

Note: Must be able to conduct deep technical discussions and write Root Cause Analysis (RCA) reports in these languages.

Job Responsibility:

1. Complex Incident Management: Beyond daily consulting, act as the final escalation point for L1 issues. Lead the troubleshooting of high-priority (P0/P1) incidents involving complex hybrid cloud architectures.

2. Product & Engineering Synergy: Not just "tracking" bugs, but providing deep-dive technical insights to R&D teams. Influence the product roadmap by identifying systemic architectural flaws and proposing optimization solutions.

3. Customer Success & Risk Mitigation: Conduct proactive technical audits and architectural reviews for Key Accounts (KA). Use diagnostic tools not just to "avoid risks" but to design high-availability (HA) and disaster recovery (DR) strategies.

4. Knowledge Empowerment: Create and maintain high-quality technical documentation, troubleshooting playbooks, and internal Knowledge Base (KB) articles to improve the overall team’s technical capability.

Work Experience Requirement :

• 3-5+ years of experience in Cloud Computing (IaaS/PaaS/SaaS), DevOps, or Enterprise Architecture.
• Experience in supporting Fortune 500 or large-scale enterprise customers.
• Demonstrated ability to lead complex cloud migration projects or large-scale system troubleshooting under high pressure.
• Certification (Highly Preferred): Alibaba Cloud ACP (Professional) or ACE (Expert) level. Equivalent certifications like AWS Professional/Specialty, Azure Solutions Architect, or Google Cloud Professional Architect.

Working Skills Requirement:

1. Infrastructure Mastery:

 - Deep understanding of Linux/Windows kernel tuning and performance optimization.

 - Advanced Networking: Expert knowledge in VPC, BGP, VPN, Express Connect (Direct Connect), and SD-WAN. Ability to analyze packet loss/latency using tools like Wireshark/Tcpdump at a professional level.

2. Database & Big Data: Not just "familiar," but capable of performance tuning and migration for at least two engines (e.g., MySQL AND Redis/MongoDB).

3. Cloud-Native & Modern Tech:

 - Proficiency in Containerization (Docker/Kubernetes) and Microservices.

 - Hands-on experience with Infrastructure as Code (IaC) tools like Terraform or CloudFormation.

4. Automation & Scripting: Strong ability to automate repetitive tasks using Python, Go, or Shell to improve support efficiency (SRE mindset).

5. Soft Skills (The Senior Edge):

 - Crisis Communication: Ability to remain calm and communicate effectively with customer CTOs/IT Directors during major outages.

 - Analytical Thinking: Strong logical reasoning to perform complex Root Cause Analysis (RCA).