Senior Technical Support Engineer

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CloudBolt Software

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Cloud Management Platform • Hybrid Cloud • Private Cloud • Public Cloud • Containers

51 - 200

Description

• Primary point of contact for clients, ensuring a seamless experience with our software. • Ensure the reliability, performance, and availability of our software systems. • Maintain seamless operations while providing outstanding customer service through ticketing systems. • Diagnose and resolve technical issues related to our software and SaaS products. • Assist customers in developing and deploying custom orchestration scripts and product plugins. • Work closely with the support, engineering and product teams to escalate technical problems. • Offer guidance and training to customers on product features, best practices, and new updates. • Create and maintain detailed knowledge base articles for common issues and solutions. • Act as the voice of the customer within the company, prioritizing their needs in product development.

Requirements

• 3+ years of experience in a technical support role, preferably within a SaaS environment. • Strong Communication skills and a customer-centric approach. • Ability to work collaboratively in cross-functional team environment. • Expertise in Cloud infrastructure and proficiency in one or more programming languages such as Python/Django, Bash, or Ruby on Rails. • Solid understanding of Cloud Management Platforms. • Strong hands-on experience troubleshooting complex technical issues in Hybrid Cloud infrastructures and provides effective solutions. • Experience with Cloud Technologies (AWS, Azure, GCP). • Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience. • Experience with Infrastructure as Code (IaC) platforms like Terraform. • Familiarity with configuration management tools such as Ansible, Puppet, or Chef. • Linux/Unix and Windows administration expertise. • Knowledge of DNS, IPAM, Ansible, and Active Directory.