Senior Support Engineer – Cloud Platform

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Job Overview

The Senior Support Engineer – Cloud Platform at Precisely plays a crucial role in ensuring the successful operation and support of cloud-based solutions for our clients. This position requires a dynamic individual who can provide high-level technical assistance, troubleshooting, and customer support. The ideal candidate will leverage their expertise in cloud technologies to resolve complex technical issues, work closely with engineering teams to drive enhancements, and contribute to the overall improvement of cloud service offerings.

Job Responsibilities

• Provide expert-level technical support to customers using cloud-based platforms, ensuring timely and effective issue resolution.
• Collaborate with product engineering teams to identify and address product defects and improve overall cloud service performance.
• Develop and maintain comprehensive documentation regarding technical solutions, support processes, and customer interactions.
• Analyze system logs and performance metrics to pinpoint issues and recommend proactive measures to enhance system reliability.
• Lead training sessions for internal teams and customers on cloud product features and best practices.
• Participate in the on-call rotation to provide after-hours support as needed.
• Monitor and respond to support tickets in a timely manner, maintaining high levels of customer satisfaction.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a technical support role, preferably focusing on cloud technologies.
• Strong understanding of cloud service models (IaaS, PaaS, SaaS) and familiarity with major cloud platforms (AWS, Azure, Google Cloud).
• Proficiency in scripting languages (Python, Bash, etc.) and experience with Infrastructure as Code (IaC) tools.
• Excellent troubleshooting and problem-solving skills, with the ability to analyze and interpret complex data.
• Outstanding communication skills, both verbal and written, and the ability to work collaboratively in a team environment.
• Experience with ticketing systems and CRM tools is a plus.

Technologies & Tools

This position will utilize various technologies and tools including cloud services platforms (AWS, Google Cloud Platform, Azure), container orchestration (Kubernetes, Docker), configuration management tools (Ansible, Terraform), monitoring tools (Prometheus, Grafana), and ticketing systems (JIRA, ServiceNow). Understanding of CI/CD pipelines and DevOps principles is also preferred.

Ideal Candidates

The ideal candidate for the Senior Support Engineer – Cloud Platform position will possess a strong customer-centric approach with a commitment to delivering exceptional service and support. They will demonstrate a proactive attitude, exhibiting analytical thinking and the ability to adapt to rapidly changing environments. A candidate who thrives in collaborative settings, approaches challenges with creativity, and possesses a continuous learning mindset will be well-equipped to excel in this role at Precisely.