Senior Technical Support Engineer - US West timezones

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Written by AI from the job title and company, not by CAST AI, so some details may not match this job. The employer's own page has the real description.

Position Overview

CAST AI is seeking a Senior Technical Support Engineer who will be responsible for delivering exceptional support and expertise to our clients across the US West timezones. This position demands a strong technical background combined with outstanding customer service skills, as the engineer will play a critical role in resolving complex issues, providing guidance on products and services, and ensuring the seamless operation of our clients' cloud environments. The ideal candidate will work closely with cross-functional teams to innovate and improve upon existing technical support processes while promoting customer satisfaction and loyalty.

Job Responsibilities

• Provide advanced technical support for CAST AI products and services to clients in various industries.
• Diagnose and resolve complex technical issues related to cloud infrastructure and deployment.
• Collaborate with engineering and product teams to report and escalate bugs and feature requests.
• Create and maintain thorough documentation, including support processes and knowledge base articles.
• Conduct training and provide resources for clients to ensure optimal usage of products.
• Engage with clients to understand their needs and provide tailored solutions for cloud optimization.
• Actively participate in the on-call rotation and respond to incidents during off-hours.
• Monitor and analyze incidents to develop proactive measures that minimize future occurrences.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or a similar role within the IT industry.
• Strong understanding of cloud services (AWS, Azure, GCP) and container orchestration (Kubernetes).
• Excellent problem-solving skills and the ability to work under pressure.
• Exceptional communication skills, both verbal and written, with the ability to explain technical concepts to non-technical clients.
• Experience using troubleshooting tools and practices related to networking and cloud architecture.
• Ability to work independently as well as collaboratively within a team environment.

Technologies & Tools

The Senior Technical Support Engineer will utilize various technologies and tools such as cloud platforms (AWS, Azure, GCP), Kubernetes for container orchestration, monitoring and logging tools (Prometheus, Grafana), and ticketing systems (Jira, Zendesk) to efficiently manage support inquiries and ensure successful resolution of client issues.

Ideal Candidates

The ideal candidates for the Senior Technical Support Engineer position at CAST AI are those who possess not only the requisite technical expertise but also a deep passion for customer service. They should demonstrate the ability to communicate effectively with diverse clients, effortlessly bridging the gap between technical systems and user experience. Additionally, candidates should exhibit a proactive approach to problem-solving and a commitment to continuous learning and improvement, enabling them to contribute to a culture of excellence within the organization.