Technical Support Engineer

Initial Requirements to Apply

1️⃣ B2+ English level or higher (interviews and daily work are primarily in English).

2️⃣ Must reside in Colombia and have legal authorization to work in the country (Bogotá candidates only)

3️⃣ 3–5 years of professional experience in cloud computing, IT operations, technical support, or solutions delivery.

Required Knowledge & Experience

• 4+ years of experience and strong knowledge of Linux/Windows, networking fundamentals, and TCP/IP.
• 4+ years of experience with at least one database (e.g., MySQL, PostgreSQL, MongoDB, Redis, SQL Server) — including deployment, management, and performance tuning.
• Proficiency in at least one domain: systems, networking, databases, containers (Docker/K8s), cloud security, storage, big data, middleware, or SRE.
• Experience working with public cloud platforms (e.g., Alibaba Cloud, AWS, Azure, GCP) to design, deploy, or optimize architectures.
• Ability to integrate and troubleshoot REST APIs within technical workflows.
• Solid Git usage for collaborative work and documentation.

• Bachelor’s degree or higher in Computer Science, Information Technology, or a related field.
• Strong customer orientation, able to communicate technical details clearly and empathetically.
• Proven ability to independently troubleshoot and resolve complex technical issues.
• Ability to produce high‑quality technical documentation, post‑mortems, and knowledge base articles.
• Collaborative mindset and analytical thinking; perseverance in solving tough problems.

• Provide L1 technical support for Cloud products: handle daily inquiries, troubleshooting, performance tuning, and system anomalies.
• Log, track, and coordinate resolutions for critical customer requests and product bugs with engineering, product, and operations teams.
• Use Alibaba Cloud diagnostic tools (ARMS, SLS, Cloud Monitor) to proactively detect risks and recommend mitigation steps.
• Contribute to clear documentation: incident post‑mortems and knowledge base articles to improve team efficiency and customer self‑service.