Technical Support Cloud Engineer 2

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia IDEMIA Group Full time

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Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

The Technical Support Cloud Engineer is responsible for maintaining and supporting IDEMIA's cloud infrastructure, while also providing exceptional customer service. This includes creating cloud tenants for new customer onboarding, ensuring the performance, security, and cost-efficiency of cloud environments. Leveraging cloud technologies, automation tools, and DevSecOps principles, this role involves troubleshooting, documentation, and continuous improvement in cloud-based systems and services.

Ultimately, you will be a trusted resource for our customers, providing timely and accurate solutions to their technical problems.

Key Missions


• Create and configure cloud tenants/environments for new customer onboarding and deployment tasks.

• Implement cloud architecture to meet customer requirements while ensuring alignment with company security and technical standards.

• Operate and maintain cloud infrastructure to guarantee high performance, security, and cost-efficiency.

• Serve as the technical subject matter expert throughout the entire lifecycle of cloud solutions and infrastructure, providing end-to-end support.

• Troubleshoot, analyze, and resolve escalated issues from Level 1 and Level 2 teams related to cloud services and infrastructure.

• Promote DevSecOps principles and automation across the team, ensuring secure, scalable, and automated cloud solutions.

• Document cloud architecture, deployment procedures, troubleshooting steps, and issue resolutions for internal and customer-facing use.

• Provide exceptional customer service by addressing technical issues promptly, accurately, and proactively to ensure customer satisfaction.

• Continuously monitor, optimize, and improve cloud-based systems and services for performance and efficiency.

• Design corrective action plans and implement workarounds for cloud-based issues within SLA, ensuring commitment to resolution timelines.

• Ensure proper ticket logging, management, and escalation of cloud-related issues using tracking tools.

• Provide feedback on customer-specific functionality, configuration, and cloud environment requirements.

• Communicate effectively with customers and vendors, providing timely updates on technical issues and status.

• Other duties as assigned.

Technical Skills

Knowledge and experience in 2 or more of the following skill sets:

• Linux and Windows server administration in cloud environments (AWS, Azure, or equivalent)

• Cloud tenant creation, deployment, and configuration for customer onboarding

• Container orchestration tools (e.g., Kubernetes, Docker)

• Automation tools (e.g., Ansible, Terraform) for cloud infrastructure management

• Monitoring and troubleshooting cloud infrastructure

• Networking concepts, including virtual private clouds (VPC), load balancers, security groups, and firewalls

• Database management (PostgreSQL, MSSQL, MySQL, Oracle) in cloud environments

• DevOps/DevSecOps methods and tools (e.g., CI/CD pipelines, Git)

• Programming or scripting languages for automation (e.g., Python, Shell scripting)

Familiarity with the following will be advantageous:

• Infrastructure-as-Code (IaC) tools like Terraform and Ansible

• Configuration management and orchestration (e.g., Helm for Kubernetes package management)

• Cybersecurity best practices in cloud environments

• Cloud-based storage management and security

• Multi-cloud architecture and hybrid cloud solutions

Profile & Other Information

Experience & background:

  • 2 to 5 years of experience in technical support and systems administration in a vendor environment

Education:

  • Degree or Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience
  • Strong problem-solving and troubleshooting skills
  • Proactive and detail-oriented, with the ability to handle complex tasks independently
  • Excellent communication skills, with the ability to explain technical issues to non-technical users
  • Team player with a customer-focused mindset, able to collaborate with cross-functional teams
  • Ability to manage time effectively and work in a fast-paced environment
  • Preferably possesses own transport
  • Ability to travel overseas as required

Specific info linked to BU / region:

Be prepared to work in shifts, including providing 24/7 support for customers in different time zones when required.

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we're transforming, fast, to stay a leader in a world that's changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Visit our website to know more about the leader in Identity Technologies.

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