Cloud Infrastructure Support Specialist

3 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Digital platforms require robust support infrastructure to ensure seamless user experiences. As a Cloud Infrastructure Support Specialist, you will play a crucial role in delivering exceptional support to our users.

Key Responsibilities:
  • Provide timely and effective support to customers through various channels, including tickets, chat, and other communication mediums.
  • Maintain a customer-centric approach with empathy and understanding, ensuring issues are resolved efficiently.
  • Collaborate with a global team in a flexible schedule, rotating shifts (nights, weekends), to ensure 24/7 support coverage.
  • Monitor and respond to abuse reports and monitoring alerts on designated platforms.
  • Innovate and improve processes by assisting seniors and leads with day-to-day reporting and process enhancements.
  • Diagnose and troubleshoot complex technical issues through live chat and other means, utilizing strong analytical skills.
  • Meet service level agreements (SLAs) and support key performance indicators (KPIs), including response time, customer satisfaction (CSAT), and handle time.
Requirements:
  • Familiarity with cloud infrastructure environments, such as AWS, GCE, and DigitalOcean.
  • Strong understanding of system and networking concepts, including troubleshooting techniques.
  • Proficiency in Linux (Ubuntu, Debian, CentOS) and hands-on experience with content management systems like WordPress and Magento.
  • Sound knowledge of web servers, including Apache and Nginx, and database engines like MySQL and MariaDB.
  • Excellent written and verbal communication skills for live chat and ticket support channels.
  • Possess strong analytical and problem-solving skills, with the ability to work under pressure.
  • Bachelor's or Master's degree in Computer Science, Engineering, or related field, with 2+ years of relevant work experience.
About this Role:
  • We prioritize career development, providing resources for continued growth and education.
  • We care about employee well-being, offering a competitive array of benefits worldwide.
  • We reward employees with bonus-based salary ranges, equity compensation, and an Employee Stock Purchase Program.
  • We value diversity and inclusion, approaching these topics seriously and thoughtfully.

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