Cloud Trainer

The Trainer will be responsible for developing and delivering comprehensive training programs to onboard and upskill technical support agents, ensuring they are equipped with the necessary cloud and technical knowledge to provide top-tier customer support.

**Key Responsibilities**:
**Training Content Development & Delivery**:

- Conduct onboarding training for new agents, ensuring they understand cloud concepts, troubleshooting techniques, and support processes.
- Create and deliver refresher training programs to reinforce existing knowledge and keep the team updated on new features and changes.
- Collaborate with trainers and key stakeholders to facilitate ongoing product training sessions via live and recorded sessions.
- Manage and maintain the Knowledge Base (KB) by regularly updating content to reflect the latest product updates, solutions, and best practices.

**Operational Support & Coaching**:

- Act as a coach and mentor for technical support representatives (TSRs), helping them improve their skills and performance through training and feedback.
- Work closely with Quality Assurance (QA), Technical Leads, and Points of Contact (POCs) to identify knowledge gaps and create targeted training programs to address specific challenges.
- Assist in the enrollment process for new hires, ensuring smooth onboarding and setup in relevant systems and tools.
- Provide regular reports on training effectiveness, coaching sessions, and team performance, offering insights for continuous improvement.

**Cross-Functional Collaboration**:

- Synchronize with QA, operations, and technical teams to align training initiatives with business goals and performance expectations.
- Stay informed about industry trends, new tools, and emerging cloud technologies to continuously enhance training content and delivery methods.
- Conduct floor support by providing hands-on assistance and guidance to agents in a live environment.

**Required Qualifications**:
**Education**:

- Bachelor's degree in Engineering (Computer Science preferred).
- Minimum 2+ years of professional experience in a technical training or support role.

**Experience**:

- At least 4+ years of experience in roles involving internal or external cloud support responsibilities.
- Experience in creating and delivering training programs for technical teams.

**Technical Skills**:
Cloud certification (Google Cloud certification is a major plus).

**Programming & Scripting**:

- JSON - Basic to Intermediate
- YAML, NodeJS - Basic to Intermediate
- HTML/CSS/JavaScript - Basic to Intermediate
- Python or Java - Basic to Intermediate

**Cloud & Security Concepts**:

- OAuth2, SSL, HTTP Headers - Basic
- CI/CD (Continuous Integration and Deployment) - Basic to Intermediate

**Linux/Unix Administration**:

- Command line operations - Basic to Intermediate
- Directories, access scopes, partitioning, migrations, virtualization - Intermediate
- Troubleshooting, logging, monitoring - Basic to Intermediate

**Cloud Tools & Infrastructure**:

- APIs (REST fundamentals) - Basic to Intermediate
- Docker - Basic to Intermediate
- Kubernetes - Basic to Intermediate
- Container Networking - Basic to Intermediate
- Systems Architecture & Infrastructure - Basic to Intermediate

**Soft Skills**:

- Excellent communication skills with the ability to train both technical and non-technical audiences.
- Strong organizational and time management skills to handle multiple training programs simultaneously.
- High attention to detail, ensuring accuracy in training content and materials.
- Proactive problem-solving skills with a customer-focused mindset.

**Language Proficiency**:

- Bilingual proficiency in English and Japanese OR English and Korean (mandatory).

**Preferred Skills**:

- Experience working in a fast-paced cloud support environment.
- Knowledge of ITIL framework and service management processes.
- Ability to leverage modern e-learning tools and methodologies to enhance virtual and in-person training delivery.

**Additional Information**:

- This role offers the opportunity to work with a global technology leader and contribute to the upskilling of a highly technical support team.
- The position may require flexibility in working hours to accommodate training sessions across different time zones.

Pay: RM10,000.00 - RM20,000.00 per month

**Benefits**:

- Professional development

Schedule:

- Monday to Friday

Work Location: In person