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2024-07-11

Cloud Support Engineer I

Who We Are
Zadara’s Cloud Services platform brings award-winning infrastructure technology, including compute, storage, and networking, to where customers need it most". 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; All Belonging, Accountable together, Exceptionally focused, Flexible, Trailbreaking, and Zealous.

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, Equity & Inclusion Mean to Us
We believe in the power of Diversity, Equity, and Inclusion (DEI). Members of our distributed team come from different geographies and cultural backgrounds and we serve a diverse population. Our commitment to DEI helps us design better products and services, and serve our employees, customers, and partners. Our commitment to Diversity, Equity and Inclusion is critical to our vision and to our impact, and helps us boost our perspective, creativity, and growth.

 

Your Team & Role:

 

    • 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 to Zadara office.
    • BE (Bachelor of Engineering) or B.Tech (Bachelor of Technology) in Computer Science 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.
    • 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.
    • 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.

 

Nice to Haves:

 

    • 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.

#JR004

Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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