Job description

Our client is looking for a highly skilled Senior Technical Support Engineer to join their cloud services division. This is a fully remote position, offering the flexibility to work from anywhere in the US. The ideal candidate will possess a deep understanding of cloud infrastructure, networking, and troubleshooting complex technical issues. You will be the primary point of contact for high-priority customer escalations, providing expert technical guidance and ensuring swift resolution of critical problems. Your role will be vital in maintaining customer satisfaction and upholding our client's reputation for exceptional technical support. Key Responsibilities: Provide advanced technical support for cloud-based services, addressing complex customer issues via phone, email, and chat. Diagnose, troubleshoot, and resolve hardware, software, and network problems related to cloud infrastructure. Analyze system logs, error messages, and performance data to identify root causes of issues. Collaborate with engineering and development teams to resolve bugs and implement product improvements. Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides. Mentor and guide junior support engineers, sharing expertise and best practices. Proactively identify potential issues and recommend preventative measures to customers. Participate in on-call rotations to provide 24/7 support for critical incidents. Manage customer relationships during critical support situations, ensuring clear communication and timely updates. Contribute to the continuous improvement of support processes and tools. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 5 years of experience in technical support or systems administration, with a focus on cloud environments. Strong understanding of cloud computing concepts (AWS, Azure, GCP). Proficiency in troubleshooting operating systems (Linux, Windows Server), networking protocols (TCP/IP, DNS, HTTP), and scripting languages (e.g., Python, Bash). Experience with containerization technologies (e.g., Docker, Kubernetes) is a plus. Excellent analytical, problem-solving, and diagnostic skills. Exceptional communication, interpersonal, and customer service skills. Ability to remain calm and effective under pressure. Experience working in a remote support role is highly valued. Relevant certifications (e.g., AWS Certified Solutions Architect, CompTIA Network+) are advantageous. This is an excellent opportunity for a technically proficient individual to excel in a challenging and rewarding remote role. If you are passionate about technology and dedicated to customer success, we encourage you to apply.

Requirements