Cloud Technical Support Engineer

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.

About zenlayer

• 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.

Responsibilities

• This role emphasizes independent technical investigation, incident ownership, and proactive customer support.
• 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.
• 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.

Requirements

• 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.
• 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

• Electrical Engineering with networking or computer systems coursework is also 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.