Senior Technical Support Engineer - Cloud Infrastructure

Our client, a rapidly expanding cloud solutions provider, is seeking a highly skilled Senior Technical Support Engineer to join our global support team. This is a fully remote position, offering the opportunity to provide expert technical assistance to our diverse clientele across various industries. You will be instrumental in resolving complex infrastructure issues, ensuring the seamless operation of cloud environments, and enhancing customer satisfaction. Your deep understanding of cloud technologies, troubleshooting methodologies, and customer service excellence will be paramount to success.

Key Responsibilities: Provide advanced technical support and troubleshooting for cloud infrastructure services, including compute, storage, networking, and databases. Diagnose and resolve complex technical issues reported by enterprise clients in a timely and efficient manner. Collaborate with engineering and product teams to identify root causes of recurring issues and contribute to product improvements. Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides. Mentor and guide junior support engineers, fostering a culture of continuous learning and knowledge sharing. Proactively monitor system performance and identify potential issues before they impact clients. Participate in on-call rotations to provide 24/7 support coverage as needed. Conduct technical training sessions for clients on best practices for using our cloud services. Analyze support trends and provide feedback to management to improve service delivery. Ensure adherence to Service Level Agreements (SLAs) and maintain high levels of customer satisfaction. Required Skills and Experience: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 7 years of experience in technical support, system administration, or cloud engineering, with a strong focus on infrastructure. In-depth knowledge of major cloud platforms (e.g., AWS, Azure, GCP) and their core services. Strong understanding of networking concepts (TCP/IP, DNS, HTTP/S, VPNs) and security principles. Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting. Excellent diagnostic and problem-solving skills with a meticulous approach. Exceptional communication, customer service, and interpersonal skills. Ability to manage stressful situations and maintain a calm, professional demeanor. Proven ability to work independently and manage time effectively in a remote environment. Experience with containerization technologies (Docker, Kubernetes) is a plus. This is an excellent opportunity to advance your career in cloud support, working remotely from your home office in or near Minna, Niger, NG .