Cloud Support Engineer

Role Overview

• This role provides Tier 1 cloud support for auto-generated alerts for; servers, networking equipment, and Zadara cloud resources.
• Build and maintain strong relationships with customers and partners.
• Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
• Provide quality technical guidance and training.
• Monitor cloud services and infrastructure to proactively identify and resolve potential issues before they impact customers.
• Prioritize and manage several open tasks at one time.
• Respond to tickets with urgency and clarity, via phone, email, or remote access, according to SLAs.
• Provide high-level technical support, following tickets through to resolution.
• Offer expert technical support for cloud-based and on-premises storage solutions, including object storage and network configurations.
• Troubleshoot complex issues related to networking, Linux operating systems, and cloud computing environments.
• Escalate tickets to Tier II teams, providing clear incident details.
• Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
• Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
• Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.
• Contribute to continuous improvement efforts in support delivery processes and tooling.

Requirements

• 2
• 5 years experience in technical customer support
• Outstanding communication skills, both written and verbal, with fluency in English.
• Excellent interpersonal and customer service skills including prior client-facing experience.
• Strong understanding of storage technologies (SAN, NAS, object storage) and networking principles.
• Proficient in cloud computing services (AWS, Azure, Google Cloud) with a focus on storage and networking solutions.
• In-depth knowledge of Linux OS, including system administration and troubleshooting.
• Excellent problem-solving skills and the ability to work under pressure.
• Effective time management skill working on multiple issues at once.
• Develop and maintain technical documentation, guides, and FAQs to assist customers and promote self-service troubleshooting.
• Ability to work with and successfully communicate with those who are technically proficient and with those with limited understanding of technical concepts.
• Understanding of ITIL V3 concepts, processes and functions.

Tech Stack

• AWS
• Azure
• Cloud
• Linux

Benefits

• Health insurance
• Paid time off
• Professional development opportunities