Cloud Technical Support Engineer

Zenlayer, Inc is seeking a customer-focused Cloud Technical Support Engineer to lead support cases end to end. This onsite role in Diamond Bar, CA focuses on troubleshooting cloud infrastructure and network connectivity issues, coordinating escalations, and participating in incident response and continuous improvement.

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 within the supported environment, including OSPF, IS-IS, BGP, and MPLS.
• Coordinate escalations with product and engineering teams by sharing reproducible findings, relevant evidence, and summaries of customer impact.
• 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 customer experience.

Requirements

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

Technologies

• 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 AWS, Azure, or Google Cloud certification.
• Basic scripting skills for troubleshooting or support automation.

Role Success

Success in this role means owning support cases from start to resolution, delivering timely and accurate customer updates, creating actionable escalations, and preventing repeat incidents through documentation and process improvements.

Compensation and Location

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