Cloud Technical Support Expert

Overview Cloud Technical Support Expert - BytePlus Location: Global Operations Team: BytePlus Employment Type: Regular Job Code: A Responsibilities Provide technical support for BytePlus cloud products to global customers. Acknowledge and resolve issues through ticketing systems, emails, and IM channels, delivering efficient and professional service experiences. Perform rapid analysis and timely resolution of complex technical problems. Collaborate with technical experts or R&D teams to ensure efficient problem resolution. Maintain responsibility for customer satisfaction, service quality, and key performance indicators, including response time, resolution time, resolution rate, and issue closure rate. Identify urgent and critical issues, assess complaints, and prioritize or escalate them to minimize resolution time and mitigate risks. Collect, synthesize, and summarize customer feedback to drive continuous product optimization. Follow up on identified requirements and defects, collaborating with cross-functional teams to enhance product capabilities and user experience. Continuously improve support processes and tool systems. Deliver internal and external knowledge sharing sessions and technical training. Contribute to team skill improvement, knowledge base development and the development of AI-driven support tools. Qualifications Minimum Qualifications Bachelor's degree or above in Computer Science or related field. Minimum 5 years of experience in R&D, technical operations or system maintenance. Strong understanding of cloud technologies including compute, networking, storage, containerization technology, CDN, video technology, and large-scale AI models. Extensive troubleshooting or operations in several of these domains. Proven customer-centric mindset with professional customer service and technical communication skills. Ability to work under pressure and complete tasks independently. Preferred Qualifications Hands-on experience with public cloud services (e.g., AWS, Azure). Familiar with various diagnostic tools and testing tools. Programming skills in Shell, Python, Golang, C/C++, Java or other languages are advantageous. Job Information About Us Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join ByteDance Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day. As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. #J-18808-Ljbffr