Senior Technical Support Engineer - Cloud Services

About

Our client, a rapidly growing innovator in cloud infrastructure solutions, is seeking an experienced Senior Technical Support Engineer to join their fully remote, global support team. In this critical role, you will be the frontline technical expert, providing high-level support to enterprise clients utilizing our cutting‑edge cloud services. You will troubleshoot complex issues, guide customers through technical challenges, and contribute to improving our service offerings through insightful feedback. This is an opportunity to work with a talented team and make a significant impact on customer success in a fully remote capacity.

Responsibilities

• Provide advanced technical support and troubleshooting for our suite of cloud services via phone, email, and chat.
• Diagnose, document, and resolve complex technical issues related to cloud platforms, networking, storage, and security.
• Act as a technical point of escalation for Tier 1 and Tier 2 support teams, resolving challenging customer problems.
• Collaborate closely with engineering, product management, and sales teams to advocate for customer needs and influence product development.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal and external use.
• Guide customers through system configurations, integrations, and best practices for utilizing our cloud services.
• Identify trends in customer issues and provide feedback to product and engineering teams for proactive improvements.
• Manage and prioritize multiple customer issues simultaneously, ensuring timely and effective resolution.
• Participate in on‑call rotation to provide 24/7 support coverage as needed.
• Contribute to the continuous improvement of support processes and customer experience.
• Deliver remote training sessions to customers on new features and best practices.
• Mentor junior support engineers and share technical expertise within the team.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; equivalent practical experience will be considered.
• Minimum of 5 years of experience in a technical support, systems administration, or solutions engineering role, with a strong focus on cloud computing.
• In‑depth knowledge of cloud computing concepts, architectures, and services (e.g., IaaS, PaaS, SaaS, microservices).
• Hands‑on experience with major cloud platforms (e.g., AWS, Azure, GCP) and their associated services.
• Strong troubleshooting skills for complex networking, operating system (Linux/Windows), and application issues.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting is highly desirable.
• Excellent problem‑solving, analytical, and diagnostic skills.
• Exceptional communication and customer service skills, with the ability to explain technical concepts to both technical and non‑technical audiences.
• Proven ability to work independently, manage priorities, and deliver results in a fast‑paced, remote environment.
• Experience with containerization technologies (e.g., Docker, Kubernetes) is a plus.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Administrator Associate) are highly valued.

Additional Information

This is a fully remote role that requires a proactive, customer‑focused individual with a passion for technology and a commitment to delivering outstanding support. Join our innovative team and help shape the future of cloud technology.