ABOUT

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

1.

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.

2.

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.

3.

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.

4.

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.

- Good knowledge of IT infrastructure: candidates with ONLY pure IT helpdesk or software background will not be considered.

- 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

1.

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.

2.

Database & Big Data: Not just familiar, but capable of performance tuning and migration for at least two engines (e.g., MySQL AND Redis/MongoDB).

3.

Cloud-Native & Modern Tech:

- Proficiency in Containerization (Docker/Kubernetes) and Microservices.

- Hands-on experience with Infrastructure as Code (IaC) tools like Terraform or CloudFormation.

1. Automation & Scripting: Strong ability to automate repetitive tasks using Python, Go, or Shell to improve support efficiency (SRE mindset).

2. 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 Spanish/Portuguese

Required Skill Profession

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