Cloud Support Engineer

Job description

**Who We Are** Zadara is a leading provider of AI edge clouds, delivering a groundbreaking distributed cloud platform purpose-built for sovereign AI applications. Zadara platform powers advanced AI capabilities with the simplicity, agility, and flexibility of cloud computing while ensuring seamless multi-tenancy through fully automated, end-to-end provisioning of compute, storage, and networking resources. Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market. **Our Zadarian Culture** All Zadarians are finding their edge by living and breathing our core values; We are One Team, We are Respectful, We are Accountable, We are Achievers, We are Visionaries. We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work. **What Diversity & Inclusion Mean to Us** We are 'One Team' is one of Zadara’s core values and it’s more than just a phrase. It reflects our commitment to creating a Culture where every individual feels seen, heard, and valued. At Zadara, we celebrate the richness that comes from a wide spectrum of cultures, backgrounds, generations from Gen Z to Baby Boomers and the unique talents and skills each person brings. Our global team represents a vibrant mix of perspectives that fuels innovation, drives collaboration, and shapes a forward-thinking, people-centered workplace. At Zadara we embrace our differences and turn those differences into our greatest strengths. That’s how we grow stronger together. **Your Team & Role** The **Cloud Support Engineer I** plays a pivotal role in ensuring the seamless operation and support of our cloud-based products across diverse customer environments. As part of our 24x7 global support team, this **Tier I** role is responsible for actively monitoring and responding to system-generated alerts, the first line of defense for issues related to servers, networking equipment, and cloud infrastructure. Key responsibilities of this role include performing initial diagnostics, executing standard remediation procedures, and escalating unresolved or critical incidents to senior support teams to ensure timely resolution. This customer-facing role demands a strong blend of analytical acumen, deep technical expertise, and empathetic communication skills to deliver exceptional customer experiences. The Cloud Support Engineer I collaborates closely with cross-functional teams to troubleshoot and resolve challenging technical issues, drive effective incident management, and contribute to the creation and maintenance of knowledge base articles and training materials. By doing so, this role plays a critical part in fostering continuous improvement within our support infrastructure and enhancing overall team capabilities. ### Your day to day **Customer Experience** - Build and maintain strong relationships with customers and partners. - Ensure a customer-first approach in all interactions and maintain high satisfaction levels. - Provide quality technical guidance and training. **Customer Support & Troubleshooting** - Infrastructure Monitoring - Monitor cloud services and infrastructure to proactively identify and resolve potential issues before they impact customers. - Service, analysis and resolution of tasks and support tickets - Prioritize and manage several open tasks at one time. - Respond to tickets with urgency and clarity, via phone, email, or remote access, according to SLAs. - Provide high-level technical support, following tickets through to resolution. - 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. - Escalate tickets to Tier II teams, providing clear incident details. - This role requires working in rotational shifts, including nights, weekends, and holidays, to ensure 24/7 support coverage. Flexibility and reliability are essential. **Process & Collaboration** - Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions. - Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use. - Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base. - Contribute to continuous improvement efforts in support delivery processes and tooling. ### What you bring - 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. - Technical skills in : - 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 - Bachelor's Degree in Computer Science, Engineering or related field. ### 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