Support Engineer

Key Responsibilities

• Diagnose, troubleshoot, and resolve complex technical issues related to cloud infrastructure and networking.
• Utilize scripting skills to automate routine support tasks and improve incident response times.
• Collaborate with customers and internal stakeholders to identify, document, and resolve technical challenges.
• Leverage JIRA to track issues, monitor progress, and ensure timely resolution of support tickets.
• Analyze TCP/IP networking issues, providing expert guidance and remedial solutions.
• Create, maintain, and improve technical documentation and best practice guidelines.
• Deliver clear, empathetic, and professional communication to both technical and non-technical audiences.

Required Skills and Qualifications

• Advanced proficiency with scripting languages (e.g., Python, Bash, PowerShell).
• Strong hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Extensive knowledge of JIRA for issue tracking and project management.
• In-depth understanding of TCP/IP networking concepts and troubleshooting techniques.
• Demonstrated excellence in both written and verbal communication.
• Proven problem-solving skills in high-pressure environments.
• Able to work autonomously in a remote, distributed team structure.

Preferred Qualifications

• Relevant industry certifications (e.g., AWS Certified Solutions Architect, CCNA).
• Previous experience in a technical support or cloud operations role for enterprise customers.
• Background in ITIL or similar IT service management frameworks.