Cloud Support Engineer

2 days ago

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Launch Potato

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digital marketing • mobile marketing • direct marketing • community building • performance marketing

51 - 200

Description

• Provide expert-level technical support to clients on a wide range of cloud-related issues, including infrastructure setup, configuration, performance optimization, and troubleshooting. • Deeply understand the company's software products and their integration with various cloud platforms (AWS, Azure, Google Cloud, etc.). • Troubleshoot complex technical problems, leveraging knowledge of cloud infrastructure, networking, operating systems, and databases. • Analyze logs, metrics, and diagnostic tools to identify root causes and implement effective solutions. • Escalate complex or critical issues to senior engineers or development teams as needed. • Serve as the primary point of contact for clients, building strong relationships through clear and effective communication. • Clearly articulate technical concepts to non-technical stakeholders, explaining solutions in a way that is easy to understand. • Manage client expectations, providing timely updates on issue status and resolution progress. • Prioritize and manage multiple support requests simultaneously, ensuring timely resolution and a positive client experience. • Document all client interactions and resolutions in the support ticketing system. • Continuously learn and stay up-to-date with the latest cloud technologies, industry best practices, and company products. • Actively participate in training sessions, webinars, and knowledge-sharing initiatives to expand your technical expertise. • Research and develop solutions for new or emerging technical challenges. • Share knowledge and insights with other team members, contributing to the overall improvement of the support team.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field. • 3+ years of experience in a technical support or systems engineering role, with a strong focus on cloud infrastructure and platforms. • Hands-on experience with major cloud providers (AWS, Azure, Google Cloud) and their associated services (EC2, S3, Lambda, Azure VMs, etc.). • Proven ability to learn and support complex software applications quickly. • Excellent communication and interpersonal skills, both written and verbal (English proficiency). • Strong problem-solving and analytical skills, with a passion for troubleshooting. • Ability to work independently and as part of a team, in a fast-paced and dynamic environment. • Certifications in AWS, Azure, or other relevant cloud technologies (desired). • Experience with monitoring and observability tools (New Relic, Grafana, CloudWatch) (desired). • Experience with scripting or programming languages (Python, Bash) for automation and troubleshooting (desired). • Familiarity with ITIL or other IT service management frameworks (desired).

Benefits

• Competitive salary and benefits package. • Opportunity to work with cutting-edge cloud technologies in a client-facing role. • Extensive training and development opportunities to enhance your technical and communication skills.