Technical Support Engineer

Our client is a globally connected technology organization offering cloud-based solutions and workforce services across 170+ markets. They provide scalable platforms, compliance-ready systems, and localized support to help businesses expand internationally.

Responsibilities

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.
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.
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.
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.

Requirements:

Work Experience Requirements

Experience: 3-5+ years of experience in Cloud Computing (IaaS/PaaS/SaaS), DevOps, or Enterprise Architecture.
Proven Track Record: Experience in supporting Fortune 500 or large-scale enterprise customers.
Project Leadership: 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

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.
Database & Big Data: Not just "familiar," but capable of performance tuning and migration for at least two engines (e.g., MySQL AND Redis/MongoDB).
Cloud-Native & Modern Tech:
Proficiency in Containerization (Docker/Kubernetes) and Microservices.
Hands-on experience with Infrastructure as Code (IaC) tools like Terraform or CloudFormation.
Automation & Scripting: Strong ability to automate repetitive tasks using Python, Go, or Shell to improve support efficiency (SRE mindset).
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).

Language Requirement

Complete Professional Proficiency: English and Arabic/Turkish.

Technical Support Engineer

Key Skills

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