Senior Technical Support Engineer - Cloud Infrastructure (Remote)

Our client, a rapidly expanding technology firm, is seeking a highly skilled Senior Technical Support Engineer specializing in Cloud Infrastructure to join our remote-first support team. This role is critical in providing advanced technical assistance, troubleshooting complex issues, and ensuring the seamless operation of our cloud-based services for our enterprise clients. You will be the front-line expert, diagnosing and resolving critical incidents, and contributing to the continuous improvement of our support processes and infrastructure.

Key responsibilities include:

• Providing advanced technical support and troubleshooting for cloud infrastructure issues, including compute, storage, networking, and databases.
• Diagnosing and resolving complex technical problems related to AWS, Azure, or GCP environments.
• Responding to customer inquiries and issues via multiple channels (phone, email, chat, ticketing system) in a timely and professional manner.
• Conducting root cause analysis (RCA) for recurring or critical incidents, documenting findings, and recommending preventative measures.
• Collaborating with engineering and development teams to escalate and resolve complex technical challenges.
• Developing and maintaining technical documentation, knowledge base articles, and troubleshooting guides.
• Mentoring and guiding junior support engineers, sharing expertise, and fostering a culture of continuous learning.
• Participating in on-call rotations to provide 24/7 support coverage as needed.
• Proactively monitoring system performance and identifying potential issues before they impact customers.
• Contributing to the design and implementation of improved support tools and processes.
• Ensuring customer satisfaction by delivering timely, accurate, and effective technical solutions.
• Staying up-to-date with the latest cloud technologies, best practices, and security standards.
• Assisting with customer onboarding and providing technical guidance during implementation phases.

The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 6 years of experience in technical support or systems administration, with a strong focus on cloud infrastructure (AWS, Azure, GCP), is required. Proven expertise in troubleshooting complex distributed systems, containerization technologies (e.g., Docker, Kubernetes), and scripting languages (e.g., Python, Bash) is essential. Excellent analytical, problem-solving, and communication skills are paramount. The ability to effectively manage and prioritize multiple complex issues simultaneously is critical. Strong customer-facing skills and a dedication to customer success are a must. Certifications such as AWS Certified Solutions Architect, Azure Administrator Associate, or Google Cloud Professional Cloud Architect are highly desirable. This is an excellent opportunity for a seasoned technical professional to make a significant impact in a dynamic and growing company.