Senior Cloud Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Accountable for managing escalations during significant issues.

• Engage with customers during escalations to maintain their confidence in the service.

• Ensure the L1 team effectively manages customer calls and tickets, escalating to the next support level promptly if unresolved.

• Oversee proper execution of the shift handover and escalation procedures.

• Ensure team members possess the updated vendor escalation matrix and escalate to the vendor in a timely manner.

• Manage the shift roster for the Technical team.

• Assist clients in resolving issues on their end, especially when junior team members are unable to address them.

• Identify and utilize suitable tools for analyzing and resolving technical problems.

• Provide technical support for Level I-III issues via helpdesk and telephone.

• Skillfully leverage resources from both the knowledge base and external sources to resolve issues.

• Identify and promote best practices in support management through ongoing assessments, providing process and product recommendations to Management.

• Develop technical solutions for clients, including custom setups, upgrade, and migration plans.

• Act as the primary communication point for disseminating information between management and the team.

• Adhere to Leapswitch Networks policies regarding response times.

• Follow up with dedicated and major customers concerning any critical issues.

• Send RCA reports to customers in the event of any critical service downtime.

• Meet customer expectations while adhering to committed timelines without compromising output quality.

• Provide customer support as necessary, occasionally outside regular working hours.

• Follow up with dissatisfied customers to ensure their issues are resolved and they are satisfied.

• Manage daily internal client interactions effectively.

• Conduct daily and weekly server and application maintenance to ensure servers operate smoothly.

• Set and manage expectations for internal clients.

• Communicate efficiently with internal clients to identify their needs and explore alternative business solutions.

• Continuously seek opportunities to enhance internal client satisfaction and strengthen client relationships.

⛳️ Requirements

• Minimum of 2 years experience in the hosting industry.

• Proficient in Linux Server Administration.

• Fluent in English and Hindi.

• Education: B.E in Computer Science, MCA, BCA, or Red Hat Certified.

• Experience with hosting control panels such as cPanel, Plesk, DirectAdmin, Virtualizor, and SolidCP.

• Familiarity with backup software like Acronis.

• Knowledge of Platform-as-a-Service solutions, specifically Jelastic.

• Experience with dedicated servers including Supermicro IPMI, HP iLO, and Dell iDrac.

• Proficiency in Windows, IIS, SQL Server, and MailEnable.

• Holding Red Hat Certifications.

• Possession of cPanel Certifications.

• Holding Plesk Certifications.

🏝️ Benefits

• Opportunity to work in a rapidly growing Cloud Services company at the forefront of technology.

• Flexibility to work from home or the office (Pune office opened in October 2021).

• Team lunches and regular events to foster community.

• Health insurance coverage for you, your spouse, and children.