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Cloud Support Engineer I

Zadara

2-5 years

Bangalore / Bengaluru

1 vacancy

Zadara Technologies

posted 1mon ago

Key skills for the job

+ 3 more

This role provides Tier 1 cloud support for auto-generated alerts for; servers, networking equipment, and Zadara cloud resources.

Your day to day

24/7 shift rotation
Provide prompt technical support to customers via phone, email, or remote access.
Offer expert technical support for cloud-based and on-premises storage solutions, including object storage and network configurations.
Troubleshoot complex issues related to networking, Linux operating systems, and cloud computing environments.
Track issues through to resolution timely and effectively.
Provide prompt and accurate feedback to customers.
Prioritize and manage several open issues at one time.
Collaborate closely with next level teams, leveraging these interactions to expand our knowledge base and promptly involve higher-level expertise for urgent and critical incidents.
Proactively identify and troubleshoot system and network connectivity and performance issues.
Build and maintain strong relationships with customers and partners.
Create and maintain detailed documentation of common problems and solutions to improve support processes.
Monitor cloud services and infrastructure to proactively identify and resolve potential issues before they impact customers.
Work closely with senior members of the Support, DevOps and Engineering teams.

What you bring

Must live within commuting distance of the Zadara office.
2-5 years experience in technical customer support Outstanding communication skills, both written and verbal, with fluency in English.
Excellent interpersonal and customer service skills including prior client-facing experience.
Strong understanding of storage technologies (SAN, NAS, object storage) and networking principles.
Proficient in cloud computing services (AWS, Azure, Google Cloud) with a focus on storage and networking solutions.
In-depth knowledge of Linux OS, including system administration and troubleshooting.
Excellent problem-solving skills and the ability to work under pressure.
Effective time management skill working on multiple issues at once.
Develop and maintain technical documentation, guides, and FAQs to assist customers and promote self-service troubleshooting.
Ability to work with and successfully communicate with those who are technically proficient and with those with limited understanding of technical concepts.
Understanding of ITIL V3 concepts, processes and functions.

Your education

BE (Bachelor of Engineering) or B.Tech (Bachelor of Technology) in Computer Science

Nice to have

Certifications in cloud technologies (AWS Certified Solutions Architect, Google Cloud Certified, Azure Fundamentals, etc.).
CompTIA Network+, CCNA (Cisco Certified Network Associate), or Juniper JNCIA (Juniper Networks Certified Internet Associate)
Knowledge of scripting languages (Python, Bash) for automation of routine tasks.
Experience with monitoring tools (e.g., Grafana, Prometheus, CloudWatch) and ITSM platforms (e.g., Confluence, JIRA).
A proactive approach to customer service and a dedication to achieving excellence in customer satisfaction

Employment Type: Full Time, Permanent