Senior Technical Support Engineer - End User Support

Job Title: Senior Technical Support Engineer - End User Support

Job Purpose:

The Senior Cloud Engineer is responsible for the design, deployment, optimization, and level support of mission‑critical workloads on Alibaba Cloud as the primary platform, with Azure Cloud as the secondary platform. The role involves advanced cloud engineering, multi‑cloud architecture design, deep troubleshooting expertise, cloud security hardening, Kubernetes operations, and automation using IaC and DevOps pipelines.

You will act as the escalation point for complex issues, mentor junior engineers, support multi-cloud initiatives, and deliver enterprise-grade cloud solutions

Qualification: Graduation

Certification:

• Alibaba Cloud: ACP or ACE (Cloud Computing / Network / Security)

• Microsoft Azure: AZ‑104, AZ‑305, AZ‑500

• Kubernetes: CKA or CKAD

Experience:

• 7–10+ years total IT experience

• 3–5+ years hands-on, deep expertise in Alibaba Cloud (primary)

• 2–4 years experience in Azure Cloud (secondary)

Responsibilities:

1. Alibaba Cloud Engineering (Primary Focus – 70%)

• Architect and implement cloud solutions using:  

• ECS, VPC, SLB/ALB, NAT Gateways

• OSS, NAS, Block Storage

• RDS, PolarDB, Redis, MongoDB

• ACK (Alibaba Kubernetes Service)

• Function Compute & Serverless resources

• Manage security and governance:  

• RAM/IAM policies, roles, and MFA enforcement

• Cloud Firewall, WAF, DDoS, KMS

• Compliance and security posture reviews

• Oversee and optimize large-scale production environments.

• Lead L3 incident response, troubleshooting, and RCA documentation.

2. Microsoft Azure Cloud Engineering (Secondary Focus – 30%)

• Deploy and maintain:  

• Azure VMs, VNets, NSGs, Application Gateways

• Azure Storage (Blob/File), Backup & Restore

• Azure SQL, Cosmos DB (as applicable)

• AKS (Azure Kubernetes Service)

• App Services, Azure Functions

• Implement identity & access governance:  

• Entra ID (Azure AD)

• RBAC, Conditional Access, Managed Identities

• Support cross-cloud architecture and integration when required.

3. Kubernetes & Container Platforms

• Manage ACK and AKS clusters:  

• Cluster provisioning, node pool management, autoscaling

• Ingress controllers, network plugins (Terway/Flannel for ACK; Azure CNI for AKS)

• Troubleshoot cluster performance, networking, and workload issues.

• Support containerization best practices across DevOps teams.

4. Cloud Networking & Security Architecture

• Architect network topologies for Alibaba Cloud (primary) and Azure (secondary):  

• VPC/VNet design, routing, peering, private link

• IPSec VPN, ExpressRoute, Alibaba Cloud SAG

• Implement Zero Trust, least privilege, and secure configuration standards.

• Assist in cloud security audits and compliance reporting.

5. Support, Governance & Operations

• Serve as a senior escalation point for operational incidents.

• Lead RCAs and ensure corrective/preventive action plans.

• Develop and maintain operational runbooks, architecture docs, and SOPs.

• Mentor L1/L2 engineers and support team capability building.

Mandatory:

Primary: Alibaba Cloud (Mandatory & Advanced)

• ECS, VPC, SLB, OSS, NAS

• RDS, PolarDB, Redis, MongoDB

• ACK (Alibaba Kubernetes)

• RAM IAM, Security Center, WAF, Cloud Firewall

• Terraform, Cloud CLI, Shell/Python scripting

• Linux administration (Alibaba Cloud Linux, CentOS)

Secondary: Microsoft Azure Cloud

• Azure Compute, VNets, Load Balancers

• Azure Storage & Backup

• Azure SQL, Key Vault

• App Services, Azure Functions

• AKS (Good to have)

• Kubernetes, Docker, container orchestration

• CI/CD pipelines (GitLab, GitHub Actions, Azure DevOps, Jenkins)

• Networking (DNS, BGP, VPN, routing)

• Observability: Alibaba Cloud CloudMonitor, ARMS, Azure Monitor, Grafana

• Strong documentation & architectural diagramming skills

• Familiarity with ITIL processes (Incident, Change, Problem management).

• Excellent communication and documentation skills

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