Cloud Technical Support Engineer

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 customer-focused Cloud Technical Support Engineer with strong networking fundamentals and hands-on troubleshooting experience. You will own customer support cases, coordinate with product and engineering teams, and help improve the reliability and supportability of cloud infrastructure services. This role emphasizes independent technical investigation, incident ownership, and proactive customer support.

Key Responsibilities

• Respond promptly to customer questions and technical issues, communicate clear next steps, and manage cases through resolution.
• Investigate cloud infrastructure and network connectivity issues using logs, packet captures, monitoring data, and structured troubleshooting methods.
• Troubleshoot TCP/IP and routing issues involving OSPF, IS-IS, BGP, and MPLS within the supported environment.
• Coordinate escalations with product and engineering teams, providing reproducible findings, relevant evidence, and customer impact summaries.
• Support incident response, track corrective actions, and contribute to root-cause analyses and post-incident reviews.
• Identify potential customer technical risks and recommend preventive measures to reduce recurring incidents.
• Develop and maintain support playbooks, escalation workflows, troubleshooting guides, and knowledge-base articles.
• Share technical knowledge with colleagues and help strengthen support processes and customer experience.

Required Qualifications

• Bachelor’s degree or higher in a relevant field. 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. Other related majors are welcome when supported by relevant technical support or network troubleshooting experience.
• At least two years of relevant technical support, network operations, or infrastructure troubleshooting experience.
• Strong understanding of TCP/IP and routing concepts, including OSPF, IS-IS, BGP, and MPLS, with practical troubleshooting capability.
• Ability to investigate technical problems independently, prioritize competing issues, and recognize when escalation is needed.
• Clear written and verbal English communication skills, including the ability to explain technical issues to customers.
• Strong ownership, customer service orientation, and a calm, structured approach to time-sensitive incidents.

Preferred Qualifications

• Technical support experience with networking, storage, virtualization, or cloud infrastructure products.
• Hands-on experience with Linux, packet analysis tools, and network diagnostic utilities.
• Experience documenting incident findings, root causes, and preventive actions.
• Relevant networking or cloud certifications, such as CCNA, CCNP, or an AWS, Azure, or Google Cloud certification.
• Basic scripting skills for troubleshooting or support automation.

What Success Looks Like

You take ownership of support cases, provide customers with timely and accurate updates, produce actionable escalations, and help prevent repeat incidents through documentation and process improvements.