Description:
The ideal Cloud TSE candidate is passionate about technology and customers. A true problem solver, they will take personal ownership in seeing a problem through to resolution. You will be proficient in Cloud computing across heterogeneous operating environments. You will be comfortable speaking with security, engineering, sales, as well as customer operation teams. Candidates must have advanced technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, high growth, learning environment.
What You’ll Do:
- Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.
- Work with all departments to facilitate issue resolution of cases.
- Serve as an internal point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
- Investigate, troubleshoot, debug, and solve clients' most challenging and critical technical needs and issues.
- Create process or troubleshooting documentation in the support knowledge base.
- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
- Responsible for reducing the number of escalations requiring engineering team engagement.
- Work with Technical Account Managers to ensure that reported issues have the appropriate priority with engineering.
- Identify emerging issues that have the potential to become system down issues.
- Maintain line of communication between engineering and support teams during system down / severity 1 issues
What You'll Need
- Expertise in cloud computing concepts and experience in AWS, AZURE or GCP services.
- Experience with orchestration tools like Docker, OpenShift, Kubernetes
- Experience with Linux environment troubleshooting and diagnosing low-level operating systems and network issues.
- Ability to diagnose failures in running Linux systems, inspect logs to narrow down failures
- Experience with diagnosing performance related issues on Linux & Containers.
- Experience with Python & Bash scripting
- Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
- Knowledge of continuous integration & continuous deployment technology (e.g. Terraform, Cloud Formation, Docker, Jenkins).
- Able to communicate, collaborate, and work effectively in a distributed team.
- Outstanding analytical and organizational abilities.
- Ability to remain calm, composed and articulate when dealing with tough customer situations.