Engineer, Cloud Support

Job SummaryThis role as Subject Matter Expert (SME), guiding frontline Tier-1 support officers, resolving complex customer issues, and ensuring high availability, security, and performance of enterprise ICT services.Key Responsibilities:Serve as L2/L3 escalation point for enterprise customers for Cloud supportGuide and mentor Tier-1 enterprise support officers in a 24x7 operational environment.Perform advanced troubleshooting, root cause analysis, and incident resolution.Ensure adherence to SLA/OLA commitments for enterprise customers.Work closely with Implementation Engineers, Service Delivery, and NOC teams for smooth handovers from projects to operations.Maintain and continuously update knowledge base, SOPs, and runbooks for Tier-1 team.Participate in problem management and drive permanent fixes for recurring issues.Stay updated on latest domain technologies, security advisories, and industry best practices.Contribute to training, upskilling, and cross-skilling of enterprise support officers.Act as SME for enterprise cloud services: public, private, and hybrid cloud environments.Troubleshoot and optimize performance issues in IaaS, PaaS, SaaS platforms.Support enterprise adoption of Microsoft 365, Azure, AWS, GCP and related cloud services.Manage escalations related to virtual machines, storage, networking, access, and backups.Ensure compliance with customer data security and continuity requirements.Key Requirements:Bachelor’s degree in Computer Science, IT, Engineering, or related field.1-2 years of hands-on experience in Cloud deployments/supportPrior experience in enterprise support or technical operations is strongly preferred.Proven ability to resolve complex technical issues and guide frontline support teams.Certifications in Cloud (AWS/Azure/Google Cloud etc.) is a strong plus.Deep technical expertise in chosen domain, with ability to act as SME.Strong troubleshooting and problem-solving skills.Knowledge of ITIL processes (incident, problem, change management).Excellent communication skills in English; ability to guide and mentor junior staff.Ability to work in high-pressure 24x7 support environments.📥𝐀𝐩𝐩𝐥𝐲 𝐍𝐨𝐰:Tel./ Telegram: +855 77 906 555Email: careers@cellcard.com.kh