The Cloud Support Engineer I plays a pivotal role in ensuring the seamless operation and support of our cloud-based products across diverse customer environments. As part of our 24x7 global support team, this Tier I role is responsible for actively monitoring and responding to system-generated alerts, the first line of defense for issues related to servers, networking equipment, and cloud infrastructure.
Key responsibilities of this role include performing initial diagnostics, executing standard remediation procedures, and escalating unresolved or critical incidents to senior support teams to ensure timely resolution. This customer-facing role demands a strong blend of analytical acumen, deep technical expertise, and empathetic communication skills to deliver exceptional customer experiences.
The Cloud Support Engineer I collaborates closely with cross-functional teams to troubleshoot and resolve challenging technical issues, drive effective incident management, and contribute to the creation and maintenance of knowledge base articles and training materials. By doing so, this role plays a critical part in fostering continuous improvement within our support infrastructure and enhancing overall team capabilities.
Your Team & Role
This role provides Tier 1 cloud support for auto-generated alerts for; servers, networking equipment, and Zadara cloud resources.
Your day to day
Customer Experience
Build and maintain strong relationships with customers and partners.
Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
Provide quality technical guidance and training.
Customer Support & Troubleshooting
Infrastructure Monitoring
Monitor cloud services and infrastructure to proactively identify and resolve potential issues before they impact customers.
Service, analysis and resolution of tasks and support tickets
Prioritize and manage several open tasks at one time.
Respond to tickets with urgency and clarity, via phone, email, or remote access, according to SLAs.
Provide high-level technical support, following tickets through to resolution.
Offer expert technical support for cloud-based and on-premises storage solutions, including object storage and network configurations.
Troubleshoot complex issues related to networking, Linux operating systems, and cloud computing environments.
Escalate tickets to Tier II teams, providing clear incident details.
This role requires working in rotational shifts, including nights, weekends, and holidays, to ensure 24/7 support coverage. Flexibility and reliability are essential.
Process & Collaboration
Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.
Contribute to continuous improvement efforts in support delivery processes and tooling.
What you bring
2- 5 years experience in technical customer support
Outstanding communication skills, both written and verbal, with fluency in English.
Excellent interpersonal and customer service skills including prior client-facing experience.
Technical skills in :
Strong understanding of storage technologies (SAN, NAS, object storage) and networking principles.
Proficient in cloud computing services (AWS, Azure, Google Cloud) with a focus on storage and networking solutions.
In-depth knowledge of Linux OS, including system administration and troubleshooting.
Excellent problem-solving skills and the ability to work under pressure.
Effective time management skill working on multiple issues at once.
Develop and maintain technical documentation, guides, and FAQs to assist customers and promote self-service troubleshooting.
Ability to work with and successfully communicate with those who are technically proficient and with those with limited understanding of technical concepts.
Understanding of ITIL V3 concepts, processes and functions.
Your education
Nice to have
Certifications in cloud technologies (AWS Certified Solutions Architect, Google Cloud Certified, Azure Fundamentals, etc.).
CompTIA Network+, CCNA (Cisco Certified Network Associate), or Juniper JNCIA (Juniper Networks Certified Internet Associate)
Knowledge of scripting languages (Python, Bash) for automation of routine tasks.
Experience with monitoring tools (e.g., Grafana, Prometheus, CloudWatch) and ITSM platforms (e.g., Confluence, JIRA).
A proactive approach to customer service and a dedication to achieving excellence in customer satisfaction