✨ 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.