Tier 2 Support Engineer

6 days ago

Bangalore Urban, India VergeCloud Full time

VergeCloud is rapidly scaling and redefining how businesses leverage CDN, cloud security, and edge computing. We empower businesses with cutting-edge cloud solutions, providing real-time visibility, analytics, and AI-driven operations across multiple industries. Join our dynamic, collaborative environment and contribute to shaping the future of cloud and edge computing.


Position Overview:

As a Tier 2 Support Engineer, you will handle complex customer issues and enhance support operations across all teams. This role requires a strong technical background, exceptional problem-solving skills, and the ability to collaborate with various departments to resolve intricate technical challenges. You will play a pivotal role in improving support processes, contributing to product development, and ensuring an exceptional customer experience.


Key Responsibilities:

● Advanced Technical Support:

○ Serve as an escalation point for Tier 1 Support, handling complex and high-impact customer issues.

○ Utilize deep technical knowledge of VergeCloud’s product portfolio to troubleshoot and resolve medium to high complexity issues.

● Customer Interaction:

○ Respond to customer inquiries promptly, ensuring resolution within established SLAs.

○ Communicate effectively with customers, translating complex technical concepts into clear, understandable language.

● Collaboration & Partnerships:

○ Work closely with Engineering and Product teams to reproduce bugs, develop test environments, and implement solutions.

○ Develop partnerships with internal teams to enhance product functionality and support capabilities.

● Process Improvement:

○ Provide direct feedback to Support Management for product and process improvements.

○ Contribute to the development and enhancement of support processes, ensuring efficiency and effectiveness.

● Knowledge Management:

○ Create and maintain detailed documentation, including knowledge base articles and best practices.

○ Share insights and trends from customer interactions to inform product development and training initiatives.

● Team Leadership:

○ Mentor and support Tier 1 Support Specialists, fostering a culture of continuous learning and excellence.

○ Champion VergeCloud’s cultural principles, promoting customer success, long-term thinking, growth mindset, inclusivity, and teamwork.


Requirements:

● Educational Background:

Bachelor’s Degree in Computer Science, Engineering (Computer), or a related field.


● Experience:

 3-5 years of experience in technical support roles, preferably within the

CDN, cloud security, or edge computing sectors.


● Technical Skills:

○ Strong technical expertise in networking, cloud technologies, SaaS systems, and software troubleshooting.

○ Comfortable interfacing with engineers and translating complex technical concepts for diverse audiences.


● Soft Skills:

○ Excellent customer service and interpersonal skills with the ability to influence and collaborate across the organization.

○ Exceptional written and verbal communication skills, capable of bridging the gap between technical and non-technical stakeholders.

○ Strong problem-solving abilities with a bias for action and a commitment to high standards.


● Other:

○ Ability to thrive in a hyper-growth environment with shifting priorities.

○ Willingness to work flexible hours, including nights and weekends as needed.


Why Join Us?

● Competitive salary with performance-based incentives.

● Be part of a high-growth company defining the future of cloud and edge

computing.

● Work in a dynamic, collaborative environment where your technical expertise directly influences business success.

● Comprehensive benefits package, including Industry Best EAP and Medical Insurance.

● Opportunities for professional growth and advancement within VergeCloud.


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