Senior Cloud Support Engineer

About Tencent

Tencent is a publicly traded company focused on bringing high-quality and engaging internet services and entertainment to its users. In China, Tencent is the largest publisher of online games and we work together with world-renown developers such as Activision, Epic Games, Halfbrick Studios, King, and Riot Games.

We are growing our offices in the Los Angeles and Silicon Valley, California areas and looking for top talent to propel us forward. Combining the results-oriented nature of a startup with the resources of a profitable and leading internet company, Tencent America offers a unique opportunity for aspiring individuals to thrive.

We embrace a culture of teamwork & creativity and are driven by our values - Integrity, Passion, Collaboration, and Innovation. We seek individuals who prosper and thrive in this type of environment, and also know how to have fun. We offer competitive compensation, fully paid health benefits, and opportunities for professional growth.

Description

Tencent America is seeking a Senior Cloud Support Engineer with experience in deploying, managing, scaling, and supporting clustered HTTPS applications on one or more public clouds. This person will join our Global Technical Support Center, and work directly with both startup and enterprise customer SRE teams around the world, to help implement high availability cloud solutions on top of the Tencent Cloud Platform.

This person will have a solid background in running production large scale public internet application and infrastructure services, and working collaboratively with others across divisions to rapidly resolve incidents, and engineer those problems out.

Duties and Responsibilities: 

• Become a Subject Matter Expert (SME) in Tencent’s Public Cloud Compute & Storage services
• Troubleshoot general cloud escalations: security, network, compute, storage, database
• Participate in the 24x7 global support team for English / International customers
• Participate in technical implementation projects with Solutions Engineers & Solutions Architects
• Resolve integration challenges with AWS, GCP, Azure, and other service providers
• Partner with external customers to build long-term account relationships, and meaningful value
• Contribute to internal Tencent DevOps projects, tool development, and automation initiatives

Who we are looking for...

You love eliminating support problems! You really love improving support!!  You know support matters!!!

You love making things more reliable, and always review the root cause of everything you support.

You are knowledgeable, resourceful and show initiative. You always keep the customer’s objectives in mind.

You are positive by nature and are also a great team player; dependable and autonomous.

Requirements

• Bachelor degree (or higher), with exposure to computer science, math, engineering, or equivalent practical experience
• 3+ years’ experience designing, deploying, managing large scale Linux or Windows based systems
• 3+ years’ experience configuring, deploying, managing large scale web application clusters: NginX, Apache, IIS
• 1+ years’ experience deploying and supporting IaaS and PaaS based HTTPS applications
• 1+ years’ experience working with Amazon Web Services (AWS), Google Cloud Platform (GCP), or equivalent
• 1+ years’ experience with Bash, Python, or another scripting language
• Experience or exposure to deploying and managing Docker containers, with/without Kubernetes
• Experience with Open Source, Github, Bitbucket, JIRA, and similar tools
• Experience with high availability architecture, load balancing, failover, DNS, and GSLB/GTM
• Proficiency in production data analysis (application and usage logs, network trace, and configuration)
• Experience deploying and supporting internet services into Mainland China
• Resourcefulness, attention to detail, and communication skills, both verbal and written