Cloud Support Engineer

Industry: Technology
Company size: 251-10K

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Job description

A fast-growing company that is providing businesses of all sizes with cutting-edge IT solutions and services is looking for a Cloud Support Engineer. The engineer will be providing input on recurrent customer problems and prospective product enhancements to the product development teams. The company is committed to becoming the go-to and most reliable source for customized, modular, and turnkey commercial IT solutions. This is an exciting opportunity for candidates to work with industry veterans and tackle complex problems. 


Job Responsibilities:

  • Serve as the initial point of contact for clients who need assistance with technical matters and evaluate support tickets initially
  • Use diagnostic tools and procedures to find problems, then use fundamental troubleshooting techniques to diagnose common problems
  • Keep lines of communication open and efficient with clients, updating them on developments and establishing timelines for resolution
  • Help with the upkeep of the internal knowledge base and support documentation to facilitate the prompt resolution of common problems
  • Report complicated problems to higher-level support teams along with a thorough description of the issue, preliminary conclusions, and actions taken
  • Make sure that every support activity is carried out in accordance with the established SLAs, with the goal of maximizing customer satisfaction

Job Requirements:

  • Bachelor’s/Master’s degree in Engineering, Computer Science (or equivalent experience)
  • At least 3+ years of relevant experience as a Cloud Support engineer
  • 2+ years of experience working in a technical environment
  • ASA certification is required; having ACP will be beneficial
  • Thorough understanding of customer service procedures and concepts, such as ticketing systems and customer service guidelines
  • Solid knowledge of the networking, databases, and servers that make up IT infrastructure
  • Nice to have AWS and other certifications
  • Strong organizational abilities to oversee workload and monitor unresolved issues
  • Empathy and patience in handling client annoyances and delivering a satisfying service experience
  • High proficiency in written and spoken English for interacting with clients and documenting cases

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