Cloud Support Engineer - Platform Team (Korean Speaking)

Job Title: Cloud Support Engineer (Platform Team) - Korean Speaking. Key Responsibilities: - Customer Interaction: Engage with customers via email or chat to diagnose, troubleshoot, and resolve their issues while maintaining accurate case tracking. - Architectural Design Assistance: Address customer-specific architectural design requirements by offering targeted solutions for specific products or product features, ensuring tailored and effective responses. - Service Level Performance: Ensure speedy response and resolution times, consistently meeting or exceeding Service Level Objectives (SLOs). - Customer Satisfaction: Maintain exceptional customer satisfaction scores, adhering to high-quality standards in 90% of cases. - Advanced Troubleshooting: Utilize advanced troubleshooting tools and techniques to pinpoint the root cause of issues and provide customers with clear, comprehensive assessments. - Documentation & Knowledge Sharing: Document and classify internal queries, problems, and preventative actions, contributing to thorough retroactive analysis and continuous improvement. - Issue Reporting & Collaboration: File detailed issue reports to Engineers, assist in building comprehensive documentation and procedures, document desired behavior, reproduce steps, and suggest code-level solutions for complex product bugs. Must-Have Skills: Knowledge in at least 2 of the following: Databases, Cloud Storage, Serverless Functions, CI/CD, Cloud Identity Management. Basic understanding of Linux. Basic understanding of Networking concepts. Proven experience in Customer Support. Language proficiency in Korean and Japanese. Excellent communication skills and strong troubleshooting abilities. Customer Empathy skills. Preferred Skills (Nice to Have): Familiarity with Shell Scripting or any development experience (Java preferred).