Senior Cloud Support Engineer

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

📋 Description

• Serving as the primary technical escalation contact for high-priority production clients.

• Analyzing intricate issues that have been escalated from Core Support until they are resolved.

• Collaborating with Site Reliability Engineering and Product teams to identify the most effective solutions for specific customer challenges.

• Partnering with our Incident team to tackle emerging issues related to our platform and services.

• Creating training materials, documentation, and knowledge-sharing sessions based on trends observed during escalated investigations.

• Leading mentorship sessions with the current Customer Support team to enhance their technical and troubleshooting capabilities.

⛳️ Requirements

• Possess relevant experience in a comparable Cloud Support role.

• Exhibit experience in assisting customers both face-to-face and through written communication, highlighting collaboration skills and a focus on customer-centric issue resolution.

• Provide regular feedback to colleagues and cross-team members while pinpointing issues across various dimensions of Cloud Computing products and infrastructure.

• Show advanced troubleshooting skills in networking, DNS, firewalls, systematic Linux administration, Kubernetes, APIs, and object storage.

• Have foundational knowledge of managing AI infrastructures and working with AI operating systems and storage solutions such as VAST.

• Employ observability tools like Prometheus, Grafana, and Loki to analyze and resolve customer-impacting issues.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities