Cloud Technical Support Support Lead

Cloud Technical Support Lead

Nipa Technology Co., Ltd.

About the Role

We are looking for a Cloud Technical Support Lead to lead our technical support team and deliver reliable, high-quality support for Nipa Cloud customers. This role combines hands-on troubleshooting, team leadership, incident coordination, and continuous improvement of support processes across cloud infrastructure and customer environments.

Key Responsibilities

• Lead and manage the Technical Support team to meet customer service objectives, support KPIs, and service-level agreements (SLAs).
• Monitor cloud service health, availability, performance, and stability, and coordinate with relevant engineering teams to address service issues.
• Troubleshoot issues involving Linux servers, cloud platforms, virtualization, storage, and networking.
• Serve as the primary technical escalation point for complex customer issues, ensuring timely investigation, resolution, and clear customer communication.
• Collaborate with Cloud Operations, System Engineering, Network Engineering, and Development teams to resolve service-impacting issues.
• Coordinate incident response and major incident handling, contribute to root cause analysis (RCA), and track corrective and preventive actions through problem management.
• Develop and maintain support procedures, troubleshooting runbooks, knowledge base articles, and technical documentation.
• Manage ticket queues, priorities, escalations, and team workloads to maintain service quality and response times.
• Coach and mentor team members, share technical knowledge, and support their professional development.
• Support customer onboarding, cloud migrations, and post-deployment troubleshooting in collaboration with relevant teams.
• Use monitoring and observability tools, such as Zabbix, Grafana, Prometheus, PRTG, or equivalent platforms, to investigate issues and identify service improvement opportunities.
• Participate in the on-call rotation and provide support for critical incidents outside regular business hours when required.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• At least 5 years of experience in Technical Support, System Administration, Cloud Operations, or Infrastructure Support.
• At least 3 years of experience leading, supervising, or mentoring a technical support team.
• Strong hands-on experience administering and troubleshooting Linux systems, such as Ubuntu, Rocky Linux, or Red Hat Enterprise Linux.
• Experience supporting or operating cloud infrastructure and virtualization platforms, such as OpenStack, VMware, Proxmox, or equivalent technologies.
• Strong troubleshooting skills across Linux, cloud infrastructure, virtualization, storage, and networking.
• Experience with monitoring and observability tools, such as Zabbix, Grafana, Prometheus, PRTG, or equivalent solutions.
• A solid understanding of TCP/IP, DNS, load balancing, VPNs, routing, and firewalls, with practical network troubleshooting skills.
• Experience using ticketing platforms, such as Freshdesk, Jira, ServiceNow, Zendesk, or equivalent systems.
• Strong analytical, communication, team leadership, and customer service skills.
• Ability to participate in an on-call rotation and support critical incidents outside regular business hours when required.

Preferred Qualifications

• Hands-on experience supporting OpenStack-based cloud environments.
• Experience with Kubernetes or public cloud platforms such as AWS, Microsoft Azure, or Google Cloud.

Work Location

NT Tower, Bang Rak, Bangkok

How to Apply

Please send your resume and expected salary to pailin@nipa.cloud, using “Application – Cloud Technical Support Lead” as the email subject.