Technical Support Engineer - Cloud (Remote, GBR)

Overview

Technical Support Engineer - Cloud supports customers by troubleshooting cloud and infrastructure issues and coordinating escalations and resolutions.

What you'll do

• Serve as customer liaison with internal teams to ensure customer feedback is documented and assessed.
• Resolve customer problems via telephone, email, chat, or remote access.
• Research technical issues in a timely manner and provide recommendations and action plans.
• Escalate cases to management when customer satisfaction is at risk.
• Take end-to-end ownership from initial troubleshooting to root-cause identification and resolution.
• Collect and document bugs with Engineering for product issues impacting customers.

What you'll need

• 2+ years of customer support, technical support, system administration, or related customer-facing role.
• Bachelor’s Degree or equivalent.
• Demonstrable skills supporting and deploying cloud technologies including AWS, Azure, and GCP.
• Technical expertise on Linux platforms.
• Expertise managing and troubleshooting Kubernetes & containers.
• Excellent customer service and communication skills (written, live chat, conference calls, in-person).
• Ability to remain calm, composed, and articulate in tough customer situations.

Details

• Remote-first culture is stated for the role (GBR listed).