Remote Cloud Support Engineer - Remote - United States

Description:

• The Cloud Support Engineer will be responsible for maintaining and optimizing cloud computing systems, ensuring high availability and performance.
• This role involves troubleshooting technical issues, providing exceptional customer support, and collaborating with internal teams to enhance cloud-based services.
• The engineer will work with various cloud platforms, implement best practices, and contribute to the continuous improvement of cloud operations.
• Responsibilities include serving as the primary point of contact for technical support inquiries via phone, email, and chat.
• The engineer will troubleshoot and resolve complex technical issues related to cloud storage platforms, including configuration, network connectivity, and performance problems.
• Documentation of troubleshooting steps, common issues, and their resolutions in the knowledge base is required to improve support efficiency and customer self-service options.
• Collaboration with engineering and product teams to escalate unresolved issues and provide insights on product improvements based on customer feedback is essential.
• The engineer will educate customers on best practices for using the platform and provide training resources as needed.
• Monitoring and responding to alerts and support escalations during assigned shifts and on-call rotations is part of the role.

Requirements:

• A Bachelor's degree in Computer Science, Information Technology, or a related field; or 4+ years of relevant work experience is required.
• A minimum of 2+ years in a technical support, help desk, or similar role is necessary.
• A strong understanding of cloud storage technologies, networking, and virtualization is essential.
• Familiarity with troubleshooting tools, command-line interfaces, and log analysis is required.
• Hands-on experience with cloud platforms such as AWS, Google Cloud, or Azure is a plus.
• The ability to quickly diagnose technical issues, identify root causes, and offer clear solutions is necessary.
• Excellent communication skills, with a customer-first attitude and the ability to explain technical issues to non-technical users, are required.
• Experience supporting mission-critical systems that operate 24/7/365 is preferred.
• An understanding of Linux and networking protocols such as HTTP, TCP/IP, DNS, and TLS is necessary.

Benefits:

• The position offers a competitive salary and benefits package.
• There are opportunities for professional development and career growth.
• Employees will work in a collaborative and innovative environment.
• Flexible work arrangements, including remote work options, are available.
• Health, dental, and vision insurance coverage is provided.
• A retirement savings plan with employer match is included.
• Paid time off and company holidays are offered.
• Employee assistance programs and wellness initiatives are available.