Provide high-quality technical support to customers and colleagues across international regions
Analyse, progress, and resolve support tickets in line with defined targets and SLAs
Work closely with cloud and SaaS engineering teams to maintain and enhance customer environments
Produce clear, high-quality technical and customer-facing documentation
Serve as a senior point of escalation for complex technical queries
Investigate, diagnose and resolve customer incidents and service queries
Ensure timely, professional customer communication and maintain accurate customer data
Participate in the Out‑of‑Hours rota to provide critical P1 support

Strong knowledge of cloud platforms (OCI, Azure, AWS)
Experience managing advanced infrastructure such as WSFC, SQL clusters, routing protocols and load balancing
Proficient in Microsoft operating systems, SQL databases, server hardware, and TCP/IP networking in commercial settings
Proven background in IT helpdesk or technical support roles working to defined SLAs
Able to maintain robust security and compliance standards to protect customer environments
Skilled in scripting tools such as Python and PowerShell
Excellent customer service, interpersonal abilities and fluent written and spoken English
Highly organised, detail-oriented, proactive and able to work flexibly, including resolving urgent issues outside standard hours.

Senior Cloud Support Analyst

Key skills