1,437 Cloud Support jobs in Indonesia

About the Role:

The Cloud Support Engineer (L2) is the first line of contact for our customers. You'll handle initial triage, basic troubleshooting, documentation, and timely escalation across customers in

multiple time zones. This role operates in high pressure environments during incidents and

participates in a rotating shift system that includes occasional midnight and weekend coverage.

When rostered on public holidays, online availability may be required; overtime is compensated per policy through paid OT or time off in lieu (TOIL). Schedules are planned to average 40 hours per week across the roster cycle.

Main responsibilities:Working alone, or in partnership with the sales, services, and business development teams you will be expected to:

• Provide prompt technical support via phone, email, and chat; log all interactions in the ticketing system.
• Diagnose and resolve common issues (software/hardware/network); perform basic health checks and follow SOPs.
• Escalate complex incidents with clear context and reproduction steps; follow through until resolution.
• Contribute to runbooks, knowledge base articles, and user guides; identify recurring issues and suggest fixes.
• Coordinate effectively with customers and teammates across APAC/EMEA/AMER time zones as scheduled

Qualifications

• 1+ year in customer service or technical support (internships/projects considered).
• Diploma/degree in IT/Computer Science or equivalent experience.
• Fluent English communication (written and spoken) is mandatory; able to produce incident updates and documentation in English.
• Familiarity with Windows/macOS fundamentals and basic networking (IP/DNS/VPN).
• Experience with ticketing and remote‑support tools; willing and able to work rotating shifts (including midnight) and be online when scheduled on public holidays; log pre‑approved OT/TOIL per policy.

Nice to have

• CompTIA A+ or ITIL Foundations; exposure to Google Cloud, AWS, or Azure.
• Basic scripting/SQL or monitoring tool experience.

About the Role:

The Cloud Support Lead (L3) oversees day‑to‑day managedservices operations for customers across multiple time zones, acts as the final escalation point, and drives continuous improvement. You will mentor analysts and engineers, manage shift coverage and performance metrics, and partner across departments to deliver a seamless customer experience.

The role includes operating in high‑pressure situations and ensuring the team fulfils rotating shift requirements (including occasional midnight/weekend and public‑holiday coverage) while maintaining a 40‑hour/week average across the roster cycle via OT/TOIL governance.

Main responsibilities:Working alone, or in partnership with the sales, services, and business development teams you will be expected to:

• Lead the support team to meet SLAs; manage shift schedules and resource allocation for 24×7 coverage across APAC/EMEA/AMER.
• Serve as incident commander for major incidents; run post‑incident reviews and root‑cause analysis; issue clear English‑language comms and RCAs.
• Implement and refine support processes, metrics, and reporting; drive quality and customer satisfaction.
• Collaborate with engineering, product, and sales to share insights and resolve systemic issues.
• Coach and develop team members through 1:1s, training plans, and competency frameworks.
• Ensure compliance with 40‑hour/week norms across the roster; approve and track pre‑approved OT/TOIL and shift‑differential allowances per policy.

Qualifications

• 5+ years in customer/technical support, including team leadership or TL/shift‑lead responsibilities.
• Strong stakeholder management, communication, and conflict‑resolution skills.
• Proficiency with ticketing/CRM, monitoring/observability, and incident/change/problem management.
• Understanding of cloud platforms and modern service‑operations practices.
• Fluent English communication (written and spoken) is mandatory; able to lead global incident bridges and stakeholder updates.
• Experience running 24×7 operations with rotating shifts (including midnight) and public‑holiday coverage while maintaining 40‑hour/week averages.

Nice to have

• ITIL Intermediate/ISO 2000 or project management (PMP/PRINCE2).
• Experience leading multi‑site operations across geographies.

Key Responsibilities:

• Maintain and support IT infrastructure, including servers, networks, and storage systems.
• Manage and monitor cloud platforms (AWS, Azure, or GCP) to ensure optimal performance and availability.
• Implement and support virtualization environments (VMware, Hyper-V) and containerized workloads (Docker, Kubernetes).
• Handle incident response, troubleshooting, and root cause analysis for infrastructure and cloud issues.
• Utilize IT support tools (ticketing systems, monitoring dashboards, remote support software) for efficient issue management.
• Support backup, recovery, and disaster recovery planning and execution.
• Ensure compliance with security standards and best practices across infrastructure and cloud systems.

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2–5 years of experience in IT infrastructure, cloud environments, or technical support.
• Hands-on experience with cloud platforms (AWS, Azure, or GCP preferred).
• Familiarity with virtualization (VMware, Hyper-V) and containerization (Docker, Kubernetes is a plus).
• Proficient in using IT support tools such as ticketing systems, monitoring tools, and remote support applications.
• Basic knowledge of cybersecurity, identity management, and data backup/recovery processes.
• Strong analytical and troubleshooting skills across hardware, software, networking, and cloud systems.

• Maintain and support IT infrastructure, including servers, networks, and storage systems.
• Manage and monitor cloud platforms (AWS, Azure, or GCP) to ensure optimal performance and availability.
• Implement and support virtualization environments (VMware, Hyper-V) and containerized workloads (Docker, Kubernetes).
• Handle incident response, troubleshooting, and root cause analysis for infrastructure and cloud issues.
• Utilize IT support tools (ticketing systems, monitoring dashboards, remote support software) for efficient issue management.
• Support backup, recovery, and disaster recovery planning and execution.

• Ensure compliance with security standards and best practices across infrastructure and cloud systems.

• Minimum Qualifications: Bachelor's degree in Information Technology, Computer Science, or related field.

• 2–5 years of experience in IT infrastructure, cloud environments, or technical support.
• Hands-on experience with cloud platforms (AWS, Azure, or GCP preferred).
• Familiarity with virtualization (VMware, Hyper-V) and containerization (Docker, Kubernetes is a plus).
• Proficient in using IT support tools such as ticketing systems, monitoring tools, and remote support applications.
• Basic knowledge of cybersecurity, identity management, and data backup/recovery processes.
• Strong analytical and troubleshooting skills across hardware, software, networking, and cloud systems.

PT Reycom Document Solusi (RDS) is a corporation that consists of several companies working collaboratively in order to meet the need for digital solutions. RDS Group was created in 2003 in Jakarta under RDS has been expanded in establishing subsidiaries with the same business focus that provides a wide range of Integrated IT-based business management solutions in Indonesia and Asia. RDS Group has grown into 4 pillars of business focus: Business Process Outsourcing (BPO), System Integration, Printing and Creative Services, and Healthcare Management. As we accelerate our business growth, we recognize our greatest asset is our Human Resources. We invite motivated and experienced professionals to join our dynamic team and contributor to our success. Explore an exciting career at RDS, where opportunities and excellence converge.

• Provide advanced technical support for cloud-based applications and infrastructure.
• Diagnose and resolve complex hardware, software, and network issues reported by users.
• Manage and troubleshoot cloud services, including virtual machines, storage, and networking configurations.
• Respond to support tickets, emails, and phone calls in a timely and professional manner.
• Document technical solutions, procedures, and troubleshooting guides.
• Collaborate with system administrators and engineers to implement system upgrades and patches.
• Monitor system performance and identify potential issues before they impact users.
• Assist with user account management and access control in cloud environments.
• Participate in on-call rotation to provide after-hours support as needed.
• Contribute to the continuous improvement of IT support processes and documentation.

• Proven experience in IT technical support, preferably in a cloud environment.
• Strong understanding of cloud computing concepts and platforms (AWS, Azure, GCP).
• Proficiency in diagnosing and resolving network connectivity issues (TCP/IP, DNS, VPN).
• Familiarity with operating systems (Windows Server, Linux).
• Excellent problem-solving and analytical skills.
• Strong customer service orientation and interpersonal skills.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Relevant certifications (e.g., CompTIA Cloud+, AWS Certified Cloud Practitioner) are a plus.
• Ability to work effectively in a hybrid work model, balancing remote and office-based tasks.

• Provide first-line technical support to customers experiencing issues with cloud services, applications, and infrastructure.
• Diagnose and troubleshoot software and hardware problems related to cloud environments.
• Guide customers through problem-solving processes and provide clear, concise solutions.
• Escalate complex or unresolved issues to higher-level support teams or engineering, providing detailed documentation.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the ticketing system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to product development and engineering teams for service improvement.
• Respond to customer inquiries in a timely and professional manner, adhering to service level agreements (SLAs).
• Proactively monitor system health and performance to identify potential issues before they impact customers.
• Assist in the onboarding and training of new support team members.
• Stay up-to-date with the latest advancements in cloud technologies and support best practices.
• Ensure all customer interactions are handled with empathy and professionalism, fostering customer loyalty.
• This role is crucial in maintaining customer satisfaction and ensuring the smooth operation of our client's cloud offerings, all managed within a remote work structure.

• Proven experience in technical support, helpdesk, or a similar customer-facing IT role.
• Strong understanding of cloud computing concepts (e.g., AWS, Azure, GCP) and related services.
• Proficiency in troubleshooting operating systems (Windows, Linux) and common applications.
• Familiarity with networking concepts (TCP/IP, DNS, VPN).
• Excellent analytical and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused attitude with a commitment to providing outstanding service.
• Relevant certifications (e.g., CompTIA A+, Network+, Cloud Essentials) are a plus.
• Experience supporting SaaS products is highly desirable.
• Must be able to work flexible hours to cover different time zones if required.

• Provide Tier 2 and Tier 3 technical support for cloud-based infrastructure and services.
• Troubleshoot and resolve hardware, software, and network-related issues reported by users.
• Monitor system performance and proactively identify and address potential problems.
• Document technical procedures, troubleshooting guides, and support knowledge base articles.
• Collaborate with engineering and development teams to resolve complex technical issues and implement system improvements.
• Manage and maintain user accounts, permissions, and access controls.
• Participate in on-call rotation to provide 24/7 support as needed.
• Assist with system deployments, upgrades, and configurations.
• Stay up-to-date with the latest technologies and best practices in IT support and cloud computing.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in technical support or system administration, with a focus on cloud environments (e.g., AWS, Azure, GCP).
• Proficiency in operating systems (Windows, Linux).
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with scripting languages (e.g., PowerShell, Bash) is a plus.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team in a hybrid work model.
• Experience with ticketing systems (e.g., Jira, ServiceNow).