Customer Support Specialist

You will handle customer tickets involving instance access, connectivity, GPUs, APIs, accounts, and billing. You will troubleshoot issues, escalate when necessary, hand over work across shifts, communicate incidents, maintain support guides, identify recurring issues, and help onboard new colleagues.

Responsibilities

• Handle customer tickets involving instance access, connectivity, GPU and API issues, accounts, and billing.
• Troubleshoot issues independently and escalate to on-call engineering when needed.
• Run clear shift handovers with teammates in other time zones.
• Monitor service status and communicate incidents to customers.
• Maintain internal guides and flag recurring issues to product and engineering.
• Onboard and mentor new Asia-Pacific support team members.

Requirements

• 2+ years of experience in a technical role at a cloud provider.
• Networking knowledge for connectivity troubleshooting, including SSH, firewall and port rules, TCP/IP routing, and reachability.
• Ability to write database queries.
• REST API debugging skills.
• Ability to work independently and escalate appropriately.
• Excellent written and verbal Mandarin and English communication skills.
• Leadership and stakeholder management skills.

Benefits

• Equity compensation.
• Healthcare.
• Lunch benefits.
• Wellbeing benefits.