Cloud Support Engineer - Remote - United States

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Requirements:

• 2+ years in a technical support, help desk, or similar role.
• Strong understanding of cloud storage technologies, networking, and virtualization.
• Familiarity with troubleshooting tools, command-line interfaces, and log analysis.
• Hands-on experience with cloud platforms such as AWS, Google Cloud, or Azure is a plus.
• Ability to quickly diagnose technical issues, identify root causes, and offer clear solutions.
• Excellent communication skills, with a customer-first attitude and the ability to explain technical issues to non-technical users.
• Experience supporting mission-critical systems that operate 24/7/365.
• Understanding of Linux and networking protocols such as HTTP, TCP/IP, DNS, TLS.

Responsibilities:

• Serve as the primary point of contact for technical support inquiries via phone, email, and chat.
• Troubleshoot and resolve complex technical issues related to cloud storage platforms, including configuration, network connectivity, and performance problems.
• Document troubleshooting steps, common issues, and their resolutions in the knowledge base to improve support efficiency and customer self-service options.
• Collaborate with engineering and product teams to escalate unresolved issues and provide insights on product improvements based on customer feedback.
• Educate customers on best practices for using the platform and provide training resources as needed.
• Monitor and respond to alerts and support escalations during assigned shifts and on-call rotations.