Cloud Technical Support Professional

We are seeking a skilled technical support professional to join our cloud support core team. In this role, you will play a pivotal part in empowering our global customer base by providing expert technical assistance and guidance.

• Prior experience with cloud infrastructure is essential. The ability to quickly learn and adapt to new systems, platforms, and products is crucial.
• Addressing and resolving customer technical support tickets, ensuring a high standard of customer interaction and prompt issue resolution.
• Troubleshooting and diagnosing complex product issues, ensuring a focus on productivity, quality, SLA, CSAT, and resolution time KPIs.
• Providing exceptional technical support for cloud-based products, including compute, network, and storage services.
• Championing customer requirements and advocating for their needs within cross-functional teams.
• Collaborating with product and engineering teams to improve support processes and ensure support readiness for new product launches.
• Mentoring and training junior support engineers, serving as a role model within the team.
• Onboarding and guiding new hires, equipping them with the skills and knowledge to confidently engage with customers.
• Contributing to process and policy improvements by identifying areas for optimization and efficiency.

• Dedication to Customer Satisfaction: A deep love for customers and a commitment to going above and beyond to ensure their satisfaction and success.
• Cloud and Networking Expertise: Expert understanding of cloud infrastructure fundamentals, including APIs, scripting, databases, container technologies, and networking protocols (HTTP, DNS, SSL/TLS). Demonstrated ability in troubleshooting and managing complex cloud and networking environments.
• Excellent Communication Skills: Strong written and verbal skills with the ability to clearly explain complex technical concepts to diverse audiences.
• Passion for Technology and Customer Support: A genuine enthusiasm for technology coupled with a commitment to delivering exceptional customer support.Alignment with Brand Culture: A strong sense of identity with our brand and a collaborative approach to team dynamics.
• Analytical and Problem-Solving Skills: Ability to analyze and recognize patterns in technical issues, with a focus on effective troubleshooting.
• Relevant Experience: Previous experience in technical support, solutions architecture, or similar roles in a tech environment.
• Technical Proficiency: Extensive knowledge of Linux systems, networking, storage, and web technologies, including Django, Cpanel, WordPress, and node.js. Proficient in CRM tools such as Salesforce and Jira for effective issue management.

• We prioritize career development. At our company, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few.
• We reward our employees. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.

*This job is located in Hyderabad, India

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