Agensi Pekerjaan Two95 International SDN. BHD. Hiring! Full Time L3 Technical Support Engineer – Mandarin in Federal Territory, Earn up to MYR 8,000 - Ricebowl

JOB VACANCY – SENIOR L3 TECHNICAL SUPPORT ENGINEER (MANDARIN)

Position: Senior L3 Technical Support Engineer – GCP AI/ML (Mandarin)Salary: RM8,000/monthJob Type: Full-Time, Long-Term (2+ Years)Location: Kuala Lumpur, MalaysiaOpen Positions: 6

JOB SUMMARY

We are looking for a Senior L3 Technical Support Engineer with strong expertise in Google Cloud Platform (GCP), AI/ML, and Generative AI technologies.

This role operates at the Tier 3 / L3 Support level, serving as the highest technical escalation point between frontline technical support teams and Google Product Engineering. You will troubleshoot complex enterprise issues involving Vertex AI, Gemini, Gemini Enterprise, and Vertex AI Agent Builder, while providing technical leadership during high-severity incidents.

The ideal candidate should have strong experience in Tier 3 Technical Support, SRE, Cloud Engineering, or AI/ML Engineering, combined with excellent Mandarin communication skills.

KEY RESPONSIBILITIES

• Act as the L3 / Tier 3 technical escalation point for complex enterprise issues involving GCP AI/ML products.
• Provide advanced technical support for Vertex AI, Gemini/Gemini Enterprise, and Vertex AI Agent Builder.
• Serve as the technical bridge between L1/L2 support teams and Google Product Engineering.
• Troubleshoot complex issues involving AI/ML workloads, APIs, cloud infrastructure, integrations, and distributed systems.
• Lead and manage P1/P2 high-severity incidents, ensuring timely investigation, escalation, and resolution.
• Perform detailed root-cause analysis (RCA) and provide clear technical findings to enterprise customers and stakeholders.
• Analyse application, infrastructure, and system logs using Google Cloud Logging and Cloud Monitoring.
• Troubleshoot APIs, Python-based applications, integrations, and distributed systems.
• Support and guide L1/L2 teams in resolving technically complex incidents.
• Collaborate closely with SRE, AI/ML Engineering, Cloud Engineering, Product Engineering, and other cross-functional teams.
• Communicate technical issues, troubleshooting steps, and resolutions clearly to enterprise customers and internal stakeholders.
• Maintain ownership of escalated cases through resolution and ensure appropriate follow-up documentation.

REQUIRED EXPERIENCE

• 8+ years of experience in Tier 3 Technical Support, SRE, Cloud Engineering, AI/ML Engineering, or a closely related technical field.
• Strong experience troubleshooting enterprise-level cloud and AI/ML environments.
• Hands-on experience with Google Cloud Platform (GCP).
• Strong understanding of Vertex AI and Generative AI technologies.
• Experience handling high-severity P1/P2 incidents and technical escalations.
• Experience performing root-cause analysis and technical troubleshooting.
• Mandarin fluency – spoken and written is required for direct engagement with Mandarin-speaking enterprise customers and stakeholders.
• Bachelor’s or Master’s Degree in Computer Science, Information Technology, Engineering, or a related field.

MUST-HAVE TECHNICAL SKILLS

Google Cloud AI/ML

• Vertex AI
• Vertex AI Pipelines
• Vertex AI Endpoints
• Vertex AI Vector Search
• Gemini APIs
• Gemini / Gemini Enterprise
• Vertex AI Agent Builder
• Agentic AI architectures
• Function Calling
• Agent Development Kit (ADK)

GCP Infrastructure

• BigQuery
• IAM
• Cloud Storage
• VPC / networking
• Cloud Logging
• Cloud Monitoring

Technical Troubleshooting

• Strong Python coding and debugging skills
• API troubleshooting
• Systems and code debugging
• Distributed systems troubleshooting
• Log analysis
• Root-cause analysis
• Production incident management

MANAGERIAL / SOFT SKILLS

• Stakeholder management
• Escalation management
• Strong incident leadership
• Cross-functional collaboration
• Excellent communication skills
• Analytical and problem-solving skills
• Customer-facing communication
• Ownership and accountability
• Ability to work under pressure during critical incidents

IDEAL CANDIDATE BACKGROUND

Candidates with backgrounds such as:

• L3 / Tier 3 Technical Support Engineer
• Senior Cloud Support Engineer
• GCP Support Engineer
• Google Cloud AI/ML SME
• AI/ML Support Engineer
• SRE – AI/ML or GCP
• Cloud/AI Solutions Engineer
• AI/ML Engineer with strong production support experience
• Technical Escalation Engineer
• Senior Site Reliability Engineer

Pay: RM7,000.00 - RM8,000.00 per month

Work Location: In person