Senior Technical Support Engineer - End User Support

Senior Technical Support Engineer - End User Support

Technical Support

Dubai, UAE

Permanent

Job Title: Senior Technical Support Engineer - End User Support

Job Purpose:

The Senior Cloud Engineer is responsible for the design, deployment, optimization, and level support of mission‑critical workloads on Alibaba Cloud as the primary platform, with Azure Cloud as the secondary platform. The role involves advanced cloud engineering, multi‑cloud architecture design, deep troubleshooting expertise, cloud security hardening, Kubernetes operations, and automation using IaC and Dev Ops pipelines.

You will act as the escalation point for complex issues, mentor junior engineers, support multi‑cloud initiatives, and deliver enterprise‑grade cloud solutions

Qualification: Graduation

Certification:

• Alibaba Cloud: ACP or ACE (Cloud Computing / Network / Security)
• 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:
• ECS, VPC, SLB/ALB, NAT Gateways
• OSS, NAS, Block Storage
• Function Compute & Serverless resources
• Manage security and governance:
• RAM/IAM policies, roles, and MFA enforcement
• 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:
• Implement identity & access governance:
• RBAC, Conditional Access, Managed Identities
• Support cross‑cloud architecture and integration when required.
• Manage ACK and AKS clusters:
• Ingress controllers, network plugins (Terway/Flannel for ACK; Azure CNI for AKS)
• Troubleshoot cluster performance, networking, and workload issues.
• Support containerization best practices across Dev Ops teams.

3. Cloud Networking & Security Architecture

• Architect network topologies for Alibaba Cloud (primary) and Azure (secondary):
• Implement Zero Trust, least privilege, and secure configuration standards.
• Assist in cloud security audits and compliance reporting.

4. 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.

Mandatory:

Primary:
Alibaba Cloud (Mandatory & Advanced)

• ECS, VPC, SLB, OSS, NAS
• RAM IAM, Security Center, WAF, Cloud Firewall
• AKS (Good to have)
• Networking (DNS, BGP, VPN, routing)
• Observability:
  Alibaba Cloud Cloud Monitor, ARMS, Azure Monitor, Grafana
• Familiarity with ITIL processes (Incident, Change, Problem management).
• Excellent communication and documentation skills