Senior Technical Support Engineer - End User Support

Permanent

Job Purpose

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:

• 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 Storage (Blob And File), Backup & Restore

• Azure SQL, Cosmos DB (as applicable)

• App Services, Azure Functions

• Implement identity & access governance:

• 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.

• ACK (Alibaba Kubernetes)

• RAM IAM, Security Center, WAF, Cloud Firewall
• Terraform, Cloud CLI, Shell/Python scripting
• Linux administration (Alibaba Cloud Linux, CentOS)

• 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