Senior Cloud Support Engineer

Key Responsibilities

• Technical Troubleshooting and Support: Provide advanced troubleshooting and technical support for customer cloud environments.
• Analyze and resolve issues involving networking, system configurations, and application integrations.
• Serve as an escalation point for complex technical issues.
• Customer Engagement: Collaborate with customers to understand their technical environments and tailor solutions to meet their needs.
• Guide customers in best practices for deploying and managing cloud-based systems.
• System Analysis and Documentation: Diagnose performance issues in distributed environments. Document problem resolution processes, technical insights, and knowledge base articles.
• Collaboration: Work closely with engineering, product, and operations teams to address root causes of recurring issues. Contribute to the design and implementation of support tools and processes.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in technical support or cloud engineering roles.
• Proficiency in troubleshooting cloud infrastructure (AWS, Azure, GCP).
• Strong knowledge of networking concepts, including TCP/IP, DNS, firewalls, and VPNs.
• Hands-on experience with Linux/Unix systems.
• Excellent problem-solving and communication skills.

Preferred

• Experience with Hardware Security Modules (HSMs), Public Key Infrastructure (PKI), and/or key management systems.
• CCNA certification or equivalent networking expertise.
• Familiarity with IT security frameworks and best practices.
• Experience with scripting languages (Python, Bash) and automation tools.

Benefits

• Health, dental, vision, life, and short/long-term disability insurance.
• Paid vacation, holidays, and sick leave.
• Competitive compensation and opportunities for advancement.
• Retirement plan with employer contribution match.

About the Role

This role requires a Senior Cloud Support Engineer with a strong background in cloud infrastructure, networking, and security technologies, with a focus on HSMs, PKI, and key management systems. The ideal candidate will have a passion for solving technical challenges and delivering exceptional customer experiences.