Senior Technical Support Engineer
7 days ago
We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our team at CloudBolt Software, Inc. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, ensuring they have a seamless experience with our software and SaaS product.
Key Responsibilities- Client Support: Serve as the primary point of contact for clients, addressing and resolving technical issues quickly and effectively.
- Technical Troubleshooting: Ensure the reliability, performance, and availability of our software systems by promptly addressing and resolving technical issues.
- Customer Service: Maintain seamless operations while providing outstanding customer service through ticketing systems, web conferencing, and occasional onsite visits.
- Technical Expertise: Diagnose and resolve technical issues related to our software and SaaS products, including software configuration, integration, and performance issues.
- Custom Solutions: Assist customers in developing and deploying custom orchestration scripts and product plugins, leveraging expertise in Cloud infrastructure and Python/Django.
- Collaboration: Work closely with the support, engineering, and product teams to escalate and resolve complex technical problems.
- Knowledge Sharing: Offer guidance and training to customers on product features, best practices, and new updates.
- Documentation: Create and maintain detailed knowledge base articles to address common issues, solutions, and best practices for both customers and internal teams.
- Customer Advocacy: Act as the voice of the customer within the company, ensuring their needs are prioritized in product development and support strategies.
- Experience: 3+ years of experience in a technical support role, preferably within a SaaS environment.
- Communication Skills: Strong communication skills and a customer-centric approach.
- Collaboration: Ability to work collaboratively in a cross-functional team environment.
- Technical Expertise: Expertise in Cloud infrastructure and proficiency in one or more programming languages such as Python/Django, Bash, or Ruby on Rails.
- Cloud Technologies: Solid understanding of Cloud Management Platforms and experience with Cloud Technologies (AWS, Azure, GCP).
- Education: Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
- Infrastructure as Code: Experience with Infrastructure as Code (IaC) platforms like Terraform.
- Configuration Management: Familiarity with configuration management tools such as Ansible, Puppet, or Chef.
- Operating Systems: Linux/Unix and Windows administration expertise.
- Network Administration: Knowledge of DNS, IPAM, Ansible, and Active Directory.
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