Sr. Cloud Support Engineer_US

Overview

We are seeking a highly skilled and motivated Senior Cloud Support Engineer with over five years of hands-on experience supporting cloud-based infrastructure and services. In this role, you will act as a key escalation point and play a critical role in ensuring the performance, reliability, and availability of our cloud solutions across diverse environments. You will work closely with engineering, operations, and customer teams to resolve complex technical issues and contribute to continuous improvements in system stability and support processes.

This is a client-facing, technically demanding position that requires strong analytical thinking, effective communication skills, and a proactive, customer-centric mindset. The role includes on-call responsibilities as part of a rotational schedule, including weekends and public holidays, to support high-priority escalations and maintain continuous service availability.

If you thrive in fast-paced environments and are passionate about delivering top-tier support for mission-critical systems, this opportunity offers both challenge and impact.

Your day to day

• Customer Experience
• Build and maintain strong relationships with customers.
• Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
• Provide quality technical guidance and training.
• Customer Support & Troubleshooting
• Troubleshoot, design and deploy advanced L2 and L3 Networks.
• 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, according to SLAs.
• Provide high-level technical support, following tickets through to resolution.
• Escalate tickets to the next level providing clear incident details.
• Participate in Active On-Call rotational schedule, average one weekend per month, to support high-priority escalations and ensure continuous service availability.
• In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday.
• Configure servers, networking equipment, and cloud resources as needed.
• 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.
• Other responsibilities as assigned.

What you bring

Your education

Benefits

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