Remote Cloud Service Support Engineer

Description:

• IOTA Software is an innovative, early-stage startup focused on revolutionizing data utilization in manufacturing industries.
• The company specializes in a cutting-edge SaaS data visualization platform that provides real-time insights, dynamic dashboards, and actionable analytics.
• The mission is to assist businesses in making smarter, data-driven decisions and optimizing performance to achieve digital transformation goals.
• As a fully virtual company, IOTA Software employs a global team to deliver innovative solutions across various industries, including pharmaceuticals, energy, chemicals, utilities, and green energy.
• The Cloud Service Support Engineer will ensure the smooth operation of cloud-based solutions for customers, with responsibilities including:
  • Providing expert-level technical product support for visualization services, troubleshooting issues related to infrastructure, configuration, networking, and data sources.
  • Engaging with customers to understand their needs, resolve incidents, and provide timely updates during the support process.
  • Guiding new customers in product usage and configuration through customer product training.
  • Taking initiative to improve CRM platforms based on evolving needs, maintaining communication channels such as email, phone, chat bots, and automations.
  • Monitoring cloud environments for performance, availability, and security, proactively addressing issues before they affect customers.
  • Creating and maintaining comprehensive documentation for troubleshooting procedures, known issues, and solutions.
  • Collaborating with development and operations teams to enhance service reliability and efficiency.
  • Identifying opportunities for continuous improvement in support processes and workflows to boost efficiency and customer satisfaction.

Requirements:

• Candidates must possess a Bachelor’s degree in Computer Science, Engineering, or a related field, or have equivalent experience.
• A minimum of 2 years of experience in technical support, cloud services, or related roles is required.
• Candidates must be residents of the US.
• Familiarity with cloud platforms such as Kubernetes, OpenShift, AWS, Azure, and GCP, along with managing Virtual Machines (VM) services, is essential.
• Strong troubleshooting skills and experience in diagnosing and resolving complex issues are necessary.
• Experience with version control systems (e.g., Git) and CI/CD pipelines is required.
• Familiarity with Customer Relationship Management (CRM) platforms, such as Zendesk, is welcomed.
• Candidates should have strong knowledge of scripting languages (Bash, Powershell) and automation tools (Terraform, Cloud Formation).
• Excellent communication and interpersonal skills are expected.
• Familiarity with Agile methodologies and DevOps practices is preferred.
• Knowledge of monitoring and logging tools (Prometheus, Grafana, ELK stack) is beneficial.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Fundamentals) are advantageous.
• Understanding of networking concepts and security best practices in cloud environments is required.
• Candidates should demonstrate teamwork by working well in groups and taking initiative in team activities.
• Strong problem-solving skills, including the ability to break complex tasks into manageable parts and prioritize them, are necessary.
• Candidates must be capable of managing themselves and taking initiative beyond regular tasks, working well autonomously.

Benefits:

• IOTA Software Inc. offers a competitive selection of benefit options through a partnership with ADP TotalSource® to enhance work-life experience.
• Employees can work from home.
• Health insurance, including dental and vision coverage, is provided.
• Unlimited paid time off (PTO) is available.
• A home office allowance is offered to support remote work setups.
• Telephone and internet allowances are included.
• Health Savings Account and Flexible Spending Account options are available.
• A Dependent Care FSA is provided for eligible expenses.
• Access to the LifeCare Employee Assistance Program is included.
• Employees can benefit from the LifeMart Employee Discount Program.
• Group term life insurance, long-term disability, and short-term disability coverage are offered.
• IOTA Software provides equal employment opportunities (EEO) to all employees and applicants without discrimination.