Serve as a team’s public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate
Job Summary
Serve as a team’s public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate.
Provide real-time technical guidance to team engineers, helping the public cloud first-line support team improve overall technical problem-solving capabilities.
Participate in the construction and maintenance of the knowledge base, write technical documents and FAT solutions, and promote knowledge accumulation and sharing.
Matching Summary
Serve as a team’s public cloud technical expert, independently handle complex public cloud user tickets, avoid escalation to the backend teams, and improve first-line self-resolution rate.
Skills & Requirements
Must-have
Public cloud technical expert
Handle complex public cloud tickets
Provide real-time technical guidance
After-sales cloud service support
Knowledge base construction and maintenance
Identify common issues and training needs
Ensure SLA compliance
Handle P1 and P2 critical cases
7*24 shift rotation
Nice-to-have
Cross-national team collaboration
ITIL or PMP IT service process
Containerization technologies experience
Key Requirements
7+ years of experience
Familiar with at least one major public cloud platform
Proficient in Linux/Unix, Windows Server
Familiar with fundamental network support
Excellent Chinese and English skills
Strong service awareness and customer communication skills