Responsibilities
- Provide 24/7 technical support to customers via email, phone, and chat.
- Troubleshoot and resolve issues related to cloud infrastructure, networking, security, SaaS, and PaaS.
- Handle both incident resolution and change requests professionally.
- Collaborate with internal teams to escalate and resolve complex issues.
- Monitor and optimize cloud resources for performance and cost efficiency.
- Assist with onboarding, configuration, and migration of cloud services.
- Conduct root cause analysis and suggest preventive measures.
- Contribute to documentation, knowledge base content, and best practices.
- Stay current with evolving cloud technologies and trends.
- Participate in on-call support rotations and maintain high customer satisfaction.
Qualifications
- Degree in IT, Computer Science, Engineering, or a related field.
- Strong understanding of cloud platforms (AWS, Azure, GCP).
- Skilled in troubleshooting cloud infrastructure, networking, security, and deployments.
- Familiarity with scripting (Python, Bash, PowerShell) for automation tasks.
- Knowledge of virtualization technologies (VMware, OpenStack).
- Strong analytical and problem-solving skills.
- Excellent communication and customer interaction abilities.
- Able to manage multiple priorities in a fast-paced environment.
- Relevant certifications (e.g., AWS, Azure, GCP) are a plus.