Technical Support Engineer – Senior Cloud Specialist (M/F/X)

✨ COMPANY OVERVIEW You will be employed through an international Employer of Record (EOR) partner, ensuring full compliance with local HR and payroll regulations. Our end‑customer is a major global cloud provider , supporting large‑scale enterprises across e‑commerce, finance, media, gaming, and high‑tech industries . You will join a newly established technical support hub in Istanbul , contributing to its development from 0 to 1 and shaping its technical foundations. 📈 RECRUITMENT CONTEXT We are building a high‑performance technical support center . We are hiring 7 Technical Support Engineers (Senior‑level) able to handle complex cloud incidents, collaborate with global R&D teams, and support strategic enterprise customers. 💼 POSITION & RESPONSIBILITIES Among a team of 7 people and directly reporting to your manager, you main missions will be the following ones : 1. Advanced Customer Support & Complex Troubleshooting Provide L1/L2 support , acting as the final escalation point for critical P0/P1 incidents . Troubleshoot complex hybrid cloud architectures involving compute, storage, networks, databases, and distributed systems. Use advanced diagnostic tools (monitoring, logging, tracing) to perform deep analysis of customer production environments , identify risks, and recommend mitigation plans. Lead high‑pressure incident war rooms , ensuring clear communication with customer CTOs/IT Directors. 2. Product & Engineering Collaboration Escalate issues with detailed technical insights , not just summaries. Provide in‑depth analysis to R&D, product, and backend engineering teams . Influence product evolution by identifying architectural gaps , recurring defects, and optimization opportunities. Deliver structured Root Cause Analysis (RCA) reports meeting enterprise standards. 3. Customer Success & Architectural Excellence Conduct proactive technical audits , architecture reviews, and performance assessments for Key Accounts (KA) . Design or validate High‑Availability (HA) and Disaster Recovery (DR) architectures. Support large‑scale cloud migration or modernization projects. Advise enterprise customers on optimization, cost efficiency, and security posture. 4. Documentation & Knowledge Empowerment Produce high‑quality incident reports, post‑mortems, playbooks, and knowledge base (KB) articles . Contribute to building the Istanbul hub’s internal technical standards and best practices. Mentor junior engineers and help uplift the team's overall skills. 5. Shift Participation Participate in a rotating 24/7 shift schedule (08–16 / 16–00 / 00–08). Midnight shifts occur ~once per month; compensatory leave provided. Weekend and public holiday coverage is required depending on rotation. 💡 DESIRED PROFILE Education & Experience Bachelor’s degree or above in Computer Science, IT, or related fields . Minimum 3 years of experience in Cloud Computing (IaaS/PaaS/SaaS), DevOps, SRE, or Enterprise Architecture . Proven experience supporting large enterprises or Fortune 500 clients . Ability to lead complex troubleshooting sessions , especially under pressure. 🧠 TECHNICAL SKILLS (Senior‑Level) 1. Infrastructure Expertise Strong knowledge of Linux/Windows administration , kernel tuning, and performance troubleshooting. Advanced networking skills: VPC, BGP, VPN, SD‑WAN, Direct Connect/Express Connect Packet analysis using Wireshark, tcpdump Experience operating distributed systems , microservices, and enterprise architectures. 2. Databases & Big Data Hands‑on administration, tuning, and migration of at least two of the following: MySQL, PostgreSQL, Redis, MongoDB, SQL Server, Elasticsearch . Experience with big‑data ecosystems is a plus. 3. Cloud‑Native Technologies Proficiency with containers (Docker/Kubernetes) and microservices. Experience with Infrastructure as Code (IaC) such as Terraform, CloudFormation, or similar . Familiarity with serverless, event‑driven architectures, and modern cloud patterns. 4. Automation & Scripting Strong scripting capabilities using Python, Go, or Shell to automate routine tasks and improve operational efficiency (SRE mindset). 5. Soft Skills – The Senior Advantage Excellent communication, especially during critical incidents . Strong analytical thinking and ability to perform in‑depth RCA . Customer‑centric, calm under pressure, and capable of collaborating with global teams. 🌐 LANGUAGE REQUIREMENTS Mandatory: English + (Turkish or Arabic) . Ability to write RCA reports and conduct deep technical discussions in these languages. Additional bonus: Chinese , Spanish, or Portuguese. 💰 COMPENSATION & BENEFITS Monthly salary: 87,700 TRY – 165000 TRY (based on expertise and interview performance). Employment via EOR with annual renewal based on performance. Mandatory local benefits included. Midnight shift allowance and compensatory leave. Full onboarding, SOPs, and technical training provided. 📍 Role is 100% onsite in Istanbul (no remote work except rare exceptions). 📝 APPLICATION PROCESS If you are a senior, technically strong, and service‑oriented engineer ready to contribute to building a new cloud technology hub in Istanbul, we invite you to submit your CV in English .