Job description

Our client, a leading provider of cloud-based solutions, is actively seeking a highly motivated and technically proficient Senior Technical Support Engineer to join their fully remote global support team. This role is crucial in ensuring our clients receive exceptional technical assistance and rapid resolution for complex issues related to our innovative cloud services. The ideal candidate possesses a deep understanding of cloud infrastructure, networking, operating systems, and a proven ability to troubleshoot and solve intricate technical challenges. You will be the front line for advanced support, driving customer satisfaction and advocating for product improvements based on real-world usage. Responsibilities: Provide expert-level technical support and troubleshooting for cloud services, addressing complex customer issues via phone, email, and chat. Diagnose, replicate, and resolve software and hardware issues, escalating critical problems to engineering teams when necessary. Analyze system logs, error messages, and performance metrics to identify root causes of technical problems. Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides. Collaborate with product development and engineering teams to identify and resolve bugs, and provide feedback for product enhancements. Train and mentor junior support staff, sharing expertise and best practices in technical support and cloud technologies. Contribute to the continuous improvement of support processes and tools. Manage customer expectations and communicate effectively during issue resolution, providing timely updates. Participate in on-call rotation to provide 24/7 support coverage for critical issues. Proactively monitor system performance and identify potential issues before they impact customers. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent practical experience will be considered. Minimum of 5 years of experience in a technical support or systems engineering role, with a strong emphasis on cloud computing platforms (e.g., AWS, Azure, GCP). In-depth knowledge of operating systems (Windows Server, Linux), networking protocols (TCP/IP, DNS, HTTP/S), and virtualization technologies. Experience with scripting languages (e.g., Python, Bash) for automation and diagnostics. Proven ability to troubleshoot complex distributed systems and application issues. Excellent problem-solving skills and a methodical approach to identifying and resolving technical challenges. Strong communication and customer service skills, with the ability to explain technical concepts to both technical and non-technical audiences. Ability to work independently and manage time effectively in a remote work environment. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools. Relevant certifications (e.g., AWS Certified Solutions Architect, CompTIA Network+) are a plus. This is a fantastic opportunity for a seasoned technical professional to join a leading company and make a significant impact from a remote location.

Requirements