Cloud Operations & Support Engineer (Cloud/AI)

TL;DR

Cloud Operations & Support Engineer (Cloud/AI): Handling customer support tickets and monitoring platform health for a high-scale public-cloud GPU platform with an accent on triaging, troubleshooting, and incident response. Focus on maintaining GPU instances, VM/bare metal stability, and ensuring SLA targets across a global follow-the-sun rotation.

Location: Singapore, Penang, or Taiwan

Company

World-leading technology company specializing in Bitcoin mining and AI cloud infrastructure.

What you will do

• Handle customer support tickets through intake, triage, and resolution within SLA response and resolution targets.
• Monitor platform health as the first response (NOC), initiating incident handling and posting customer-facing updates.
• Troubleshoot issues across GPU instances, VM/bare metal, networking, drivers/CUDA, and storage using runbooks.
• Escalate complex issues to L3, SRE, or R&D teams with full context to ensure no ticket or alert is left unowned.
• Maintain and improve internal runbooks, knowledge bases, and canned responses.
• Participate in a 7×24 follow-the-sun shift rotation across regions.

Requirements

• 1+ years of experience in cloud/technical support or NOC (3+ years for Middle level); strong new graduates considered for L1.
• Solid knowledge of Linux, networking, and cloud fundamentals with methodical troubleshooting skills.
• Must be located in or able to work from Singapore, Penang, or Taiwan.
• Strong written English and effective customer communication skills.
• Willingness to work in a 7×24 shift rotation.

Nice to have

• Familiarity with GPU/CUDA, containers, VM/bare metal, or storage.

Culture & Benefits

• Inclusive and respectable environment with an exciting start-up spirit.
• Opportunity to work with industry pioneers and make a direct impact on the digital asset industry.
• High degree of personal accountability, autonomy, and fast growth opportunities.
• Attractive welfare benefits and professional development via training and mentoring.