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Overview

**Job 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 on-call rotation to provide 24/7 support when required.
– 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.

**Qualifications:**
– Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
– Strong expertise in Cloud products and services, particularly in networking, Kubernetes, and DNS configurations.
– Relevant certifications, such as Alibaba Cloud Certified Professional or Kubernetes certifications, are a plus.
– Exceptional problem-solving and troubleshooting skills.
– Outstanding communication and customer service abilities.
– Experience in providing technical support, preferably in a cloud computing or networking environment.
– Familiarity with ticketing systems and support tools.
– Willingness to work flexible hours, including weekends and holidays as needed.