Cloud Support Engineer

Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.

Contribute to continuous improvement efforts in support delivery processes and tooling.

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.

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.

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.

Bachelor's Degree in Computer Science, Engineering or related field.

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