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Istanbul

Technical Support Engineer

ABOUT

Our client is a globally connected technology organization offering cloud-based solutions and workforce services across 170+ markets. They provide scalable platforms, compliance-ready systems, and localized support to help businesses expand internationally.

RESPONSIBILITIES

1. Complex Incident Management: Beyond daily consulting, act as the final escalation point for L1 issues. Lead the troubleshooting of high-priority (P0/P1) incidents involving complex hybrid cloud architectures.

2. Product & Engineering Synergy: Not just "tracking" bugs, but providing deep-dive technical insights to R&D teams. Influence the product roadmap by identifying systemic architectural flaws and proposing optimization solutions.

3. Customer Success & Risk Mitigation: Conduct proactive technical audits and architectural reviews for Key Accounts (KA). Use diagnostic tools not just to "avoid risks" but to design high-availability (HA) and disaster recovery (DR) strategies.

4. Knowledge Empowerment: Create and maintain high-quality technical documentation, troubleshooting playbooks, and internal Knowledge Base (KB) articles to improve the overall team’s technical capability.

REQUIREMENTS

Work Experience Requirements

  • Experience: 3-5+ years of experience in Cloud Computing (IaaS/PaaS/SaaS), DevOps, or Enterprise Architecture.

  • Good knowledge of IT infrastructure: candidates with ONLY pure IT helpdesk or software background will not be considered.

  • Proven Track Record: Experience in supporting Fortune 500 or large-scale enterprise customers.

  • Project Leadership: Demonstrated ability to lead complex cloud migration projects or large-scale system troubleshooting under high pressure.

  • Certification (Highly Preferred): Alibaba Cloud ACP (Professional) or ACE (Expert) level. Equivalent certifications like AWS Professional/Specialty, Azure Solutions Architect, or Google Cloud Professional Architect.

Working Skills Requirement

1. Infrastructure Mastery:

  • Deep understanding of Linux/Windows kernel tuning and performance optimization.

  • Advanced Networking: Expert knowledge in VPC, BGP, VPN, Express Connect (Direct Connect), and SD-WAN. Ability to analyze packet loss/latency using tools like Wireshark/Tcpdump at a professional level.

2. Database & Big Data: Not just "familiar," but capable of performance tuning and migration for at least two engines (e.g., MySQL AND Redis/MongoDB).

3. Cloud-Native & Modern Tech:

  • Proficiency in Containerization (Docker/Kubernetes) and Microservices.

  • Hands-on experience with Infrastructure as Code (IaC) tools like Terraform or CloudFormation.

  1. Automation & Scripting: Strong ability to automate repetitive tasks using Python, Go, or Shell to improve support efficiency (SRE mindset).

  2. Soft Skills (The Senior Edge):

  • Crisis Communication: Ability to remain calm and communicate effectively with customer CTOs/IT Directors during major outages.

  • Analytical Thinking: Strong logical reasoning to perform complex Root Cause Analysis (RCA).

Language Requirement

· Complete Professional Proficiency: English and Arabic/Turkish.

Locations
Istanbul
Istanbul

Technical Support Engineer

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