Technical Support Engineer（Cloud Operations)

Technical Support Engineer(Cloud Operations Engineer)Relocate in Saudi Arabia Workday: 1 week with 2 days off, and 24/7 (shift) monthlyJob Summary:As a member of our Alibaba Cloud Technical Support Operations team, you will play a crucial role in ensuring the smooth operation of our cloud services and providing top-notch technical support to our customers. You will work closely with our customers and internal teams to troubleshoot and resolve technical issues, contribute to process improvement, and maintain a high level of customer satisfaction.Responsibilities:- Provide expert technical support to customers using Alibaba Cloud products, including ECS, RDS, VPC, and more.- Provide advanced technical support to customers encountering issues with Alibaba Cloud products, networking, Kubernetes deployments, and DNS configurations.- Diagnose and troubleshoot complex technical problems, collaborating with customers and internal teams to reach timely resolutions.- Offer expert guidance on networking best practices, including VPC configurations, security groups, and load balancing.- Assist customers in Kubernetes-related challenges, including cluster setup, container orchestration, and application deployments.- Resolve DNS-related issues, including domain configuration, record management, and troubleshooting DNS resolution problems.- Diagnose and troubleshoot complex technical issues related to Alibaba Cloud products and services, collaborating with cross-functional teams when necessary.- Escalate critical issues to higher-level support or engineering teams as needed.- Provide technical support to customers via various communication channels, including email, chat, and phone.- Collaborate with cross-functional teams to resolve complex technical problems promptly.- Document customer interactions, issues, and resolutions in a clear and concise manner.- Participate in rotation to provide 24/7 (3 shifts) support- Continuously update knowledge and skills on Alibaba Cloud services and technologies.- Identify opportunities for process improvement and contribute to enhancing support procedures.- Assist in creating and maintaining support documentation and knowledge base articles.- Maintain a high level of customer satisfaction through effective communication and problem-solving.