Cloud Technical Support Engineer

Zenlayer, Inc is hiring a customer-focused Cloud Technical Support Engineer to support customers onsite in Diamond Bar, CA. In this role, you will own support cases end-to-end, perform independent troubleshooting of cloud infrastructure and connectivity issues, and coordinate escalations and incident response.

The position emphasizes structured technical investigation, clear communication, and proactive improvements to reduce recurring incidents.

Key Responsibilities

• Respond promptly to customer questions and technical issues, provide clear next steps, and manage cases through resolution.
• Investigate cloud infrastructure and network connectivity problems using logs, packet captures, monitoring data, and structured troubleshooting methods.
• Troubleshoot TCP/IP and routing issues, including OSPF, IS-IS, BGP, and MPLS within the supported environment.
• Coordinate escalations with product and engineering teams by delivering reproducible findings, relevant evidence, and customer impact summaries.
• Support incident response by tracking corrective actions and contributing 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 to strengthen support processes and improve the overall customer experience.

Required Qualifications

• Bachelor’s degree or higher in a relevant field.
• At least 2 years of relevant technical support, network operations, or infrastructure troubleshooting experience.
• Strong understanding of TCP/IP and routing concepts, with practical troubleshooting ability across OSPF, IS-IS, BGP, and MPLS.
• Ability to investigate independently, prioritize competing issues, and determine when escalation is needed.
• Strong written and verbal English communication, including the ability to explain technical issues to customers.
• Strong ownership, customer service orientation, and a calm, structured approach during time-sensitive incidents.

Technologies and Tools

• TCP/IP, OSPF, IS-IS, BGP, MPLS
• Linux
• Packet analysis tools, network diagnostic utilities
• Packet captures, monitoring data, logs

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.

Compensation and Location

• Location: Diamond Bar, CA (onsite)
• Salary: USD 100,000 - 120,000 per year

What Success Looks Like

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