Site Reliability Engineer (Support) at Alibaba Cloud | Torre
Site Reliability Engineer (Support)
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Alibaba Cloud

Site Reliability Engineer (Support)

Alibaba Cloud
Posted by
Mateo Paso Viola
Emma
Emma
You'll resolve complex cloud challenges, driving product improvements and customer success in the AI era.
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Full-time

Legal agreement: Employment

Compensation
USD3k - 4.5k/month
Negotiable
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Şişli/İstanbul, Türkiye
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Posted 14 days ago

Requirements and responsibilities

Key Responsibilities: - Serve as a Level 1 (L1) Technical Support Engineer, providing timely resolution to customer issues on Alibaba Cloud products, including daily inquiries, troubleshooting, performance tuning, and system anomalies. - Log, track, and manage critical customer requests and product bugs. - Collaborate with backend engineering, product, and operations teams to drive issue resolution and product improvements. - Use Alibaba Cloud diagnostic and monitoring tools (e.g., ARMS, SLS, CloudMonitor) to proactively identify risks in customers’ production systems and provide mitigation recommendations. - Author clear technical documentation, incident reports, post-mortems, and knowledge base articles to improve team efficiency and customer self-service. - Participate in 7x24 on-call or shift rotations to ensure timely support for regional and global customers. - Continuously learn emerging cloud technologies (e.g., containers, serverless computing, AI/ML) to deepen technical expertise and deliver better architectural guidance. Required Qualifications: - Bachelor’s degree or above in Computer Science, Information Technology, or a related field. - 3–5 years of hands-on experience in cloud computing, IT operations, technical support, or solutions delivery. - Demonstrated ability to independently troubleshoot and resolve complex technical issues. - Practical experience supporting customers in designing, deploying, or optimizing architectures on public cloud platforms (Alibaba Cloud, AWS, Azure, or GCP).
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