Associate Cloud / Network Support Engineer - New Graduates WELCOME!

About Zenlayer

Zenlayer is the first massively distributed edge cloud provider, operating 290+ Points of Presence across 70+ countries. With accolades including PTC “Best Networking Innovation”, “Outstanding Cloud, Data Center, or Interconnection Company”, and Inc. 5000, we enable businesses to deploy and run applications at the edge, thus reducing network latency to the end user. Zenlayer focuses on improving connections worldwide, all while nurturing a unique company culture that values service, growth, and trust. As a “Zenplayer”, you’ll be joining a community of success-driven team players that share the dream of powering a better-connected world.

About the Role

We are seeking a curious, customer-focused early-career engineer who wants to build a career in cloud infrastructure and network support. Recent graduates are welcome; prior full-time experience is not required. This role emphasizes foundational technical skills, hands-on learning, clear communication, and disciplined troubleshooting rather than advanced production-network expertise.

Key Responsibilities

• Handle initial customer questions and support requests using established procedures and guidance from experienced engineers.
• Perform basic connectivity checks, review logs, and collect diagnostic information to support issue investigation.
• Practice structured troubleshooting of TCP/IP, DNS, routing, and basic cloud infrastructure issues.
• Document customer symptoms, investigation steps, and findings clearly in support cases.
• Provide timely customer updates and escalate issues with relevant evidence when they exceed your access, knowledge, or authority.
• Assist experienced engineers with incident follow-up, post-incident documentation, and preventive checks.
• Contribute to knowledge-base articles and troubleshooting guides as you build product knowledge.
• Develop deeper networking, Linux, virtualization, and cloud support skills through guided practice.

Required Qualifications

• Bachelor’s degree in a relevant field, or equivalent practical training. Preferred majors include Computer Engineering, Computer Science, Information Technology, Information Systems, and Telecommunications / Network Engineering. Electrical Engineering with networking or computer systems coursework is also preferred. Applicants from other related majors are welcome if they can demonstrate networking and Linux fundamentals through coursework, labs, projects, or internships.
• Foundational understanding of TCP/IP, DNS, IP addressing, subnetting, and basic routing.
• Basic familiarity with Linux command-line tools, developed through coursework, projects, labs, internships, or other practical experience.
• Ability to explain your troubleshooting approach, ask focused questions, and learn from feedback.
• Clear written and verbal English communication skills and an interest in working directly with customers.
• Attention to detail, a collaborative attitude, and willingness to follow support and escalation procedures.

Preferred Qualifications

• Coursework or projects involving computer networks, operating systems, virtualization, or cloud infrastructure.
• Internship, campus IT, help desk, lab support, or other relevant technical experience.
• Hands-on practice with packet captures, network simulation tools, or a home lab.
• CCNA or an entry-level cloud certification, or progress toward one.
• Basic Python, Bash, or other scripting experience.
• Exposure to BGP, OSPF, IS-IS, or MPLS. Advanced expertise in these technologies is not required at entry.

What Success Looks Like

You build strong technical fundamentals, communicate clearly with customers, collect useful diagnostic evidence, follow escalation procedures, and progressively resolve routine issues with less guidance.