Cloud Support Specialist

15 hours ago

Hyderabad City Taluka, Pakistan beBeeCustomer Full time $72,000 - $108,000
Cloud Support Specialist

We're seeking a Cloud Support Specialist to join our global support team. In this role, you will be responsible for delivering fast, clear, and personalized support to customers through Intercom and Zendesk.

About the Role
  • You will handle technical tickets, troubleshoot complex issues, and collaborate across departments to enhance the customer experience.
  • This is a hybrid role based out of our Hyderabad office. You will be expected to work from the office part of the week, with flexibility to work remotely as needed.
Key Responsibilities:
  1. Provide high-quality support via Intercom and Zendesk for a wide range of customer queries.
  2. Escalate unresolved issues appropriately while maintaining ownership and clear communication.
  3. Contribute to knowledge base articles and internal documentation to support scalable operations.
  4. Analyze trends in tickets and customer feedback to help identify product or process improvements.
  5. Meet and exceed targets for CSAT, first response time (FRT), resolution time, and other key support metrics.
Requirements
  • Minimum 3 years of experience in a customer-facing support role in the tech industry.
  • Hands-on experience with Intercom and Zendesk platforms.
  • Strong technical aptitude with an engineering background or relevant technical degree.
  • Familiarity with cloud infrastructure, Linux systems, and basic networking concepts.
  • Excellent written and verbal communication skills, with the ability to explain complex issues clearly.
  • Organized, self-driven, and able to thrive in a collaborative, fast-paced hybrid environment.
  • Experience with DigitalOcean or similar cloud platforms is a plus.
Why You'll Love Working Here
  • A customer-centric culture that prioritizes quality support and career growth.
  • Flexibility with a hybrid work setup and access to a vibrant Hyderabad office.
  • Opportunities to grow into senior support, onboarding, or product-related roles.
  • Competitive compensation and a globally distributed, inclusive team.
Why You'll Thrive at Our Company
  • We prioritize career development and provide resources to support continued growth and development.
  • We care about your well-being and offer a competitive array of benefits to support you from our Employee Assistance Program to flexible time off policy.
  • We value diversity and inclusion and approach it seriously and thoughtfully.

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