Job description

Our client is seeking a dedicated and experienced Technical Support Engineer to join their rapidly growing team, focusing on cloud services, in Philadelphia, Pennsylvania, US . This role is crucial for providing top-tier technical assistance to clients, troubleshooting complex issues, and ensuring the seamless operation of their cloud infrastructure. The ideal candidate will possess a strong understanding of cloud computing platforms (AWS, Azure, GCP), networking concepts, and operating systems. You will be the frontline for client support, diagnosing and resolving technical problems efficiently and effectively. Responsibilities: Provide advanced technical support to clients via phone, email, and chat, addressing issues related to cloud infrastructure, applications, and services. Diagnose, troubleshoot, and resolve complex technical problems related to cloud platforms, servers, databases, and networking. Escalate unresolved issues to appropriate engineering teams, providing detailed information and analysis. Develop and maintain technical documentation, including knowledge base articles, FAQs, and troubleshooting guides. Monitor system performance and identify potential issues before they impact clients. Collaborate with development and operations teams to identify root causes of recurring problems and implement solutions. Conduct remote diagnostics and provide step-by-step guidance to clients for issue resolution. Manage client expectations and ensure timely and satisfactory resolution of support requests. Participate in on-call rotation to provide 24/7 support as needed. 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, systems administration, or a related IT role, with a focus on cloud technologies. In-depth knowledge of at least one major cloud platform (AWS, Azure, or GCP). Strong understanding of networking protocols (TCP/IP, DNS, HTTP/S), operating systems (Linux/Windows), and virtualization technologies. Experience with scripting languages (e.g., Python, Bash) for automation is a plus. Excellent analytical, problem-solving, and critical-thinking skills. Outstanding customer service and communication skills, with the ability to explain technical concepts to non-technical users. Ability to work effectively in a fast-paced, dynamic environment. Experience with ITIL frameworks and ticketing systems (e.g., ServiceNow, Jira) is preferred. Certifications such as AWS Certified Solutions Architect, Azure Administrator Associate, or CompTIA Cloud+ are highly desirable. This hybrid role offers a competitive salary, comprehensive benefits package, and opportunities for professional growth within a leading technology company. Join our dedicated support team and ensure our clients receive unparalleled service.

Requirements