Cloud Support Engineer

1 week ago

Bengaluru, Karnataka, India Rubrik Full time

About Rubrik

Rubrik is a leading provider of cloud data management solutions, dedicated to delivering world-class post-purchase experience to its customers. Our Global Customer Support and Success Organization is a team of professionals committed to providing unparalleled technical support and guidance to our clients.

Job Description

We are seeking a highly skilled Cloud Support Engineer to join our team. As a Cloud Support Engineer, you will be responsible for providing enterprise-level technical support to our customers via phone, web, email, chat, and other support channels as required.

Key Responsibilities

  • Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills.
  • Listen to customer concerns and issues, use appropriate troubleshooting and problem-analysis techniques to isolate the root cause of the problems, and recommend/ implement appropriate solutions to resolve the problem.
  • Independently diagnose and resolve problems within our sphere of the customer environment.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team.
  • Provide advice and information to customers and partners regarding general cloud infrastructure as service offerings and best practices.
  • Research, troubleshoot, and resolve escalated customer issues.
  • Provide prompt and accurate feedback to customers.
  • Requires the individual to exercise excellent judgment, at a faster-than-average pace, while paying extremely close attention to detail and courtesy.
  • Ensure proper recording and closure of all issues.
  • Interact with various internal teams such as escalations, engineering, and facilitate communication between customers and other teams.
  • Contribute technical content to Rubrik's leading Deployment Guides, Knowledge Base, FAQs, etc.
  • Demonstrate case-management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer satisfaction.
  • Produce written designs and documentation regarding proposed or actual cloud deployments.

Requirements

  • 6+ years of experience in enterprise technical support/DevOps, troubleshooting, including advanced issues such as snapshots, replication, data recovery, cloud deployments, networking, and VMware administration.
  • Must have outstanding problem-solving skills.
  • Must have good technical knowledge of VMware, Linux, Kubernetes, Google Cloud Platform, AWS, and Azure. Office 365 API, database knowledge preferably MS SQL, scripting knowledge (Python, Perl...), automation skills, microservices architecture, SaaS systems, managing apps on clouds.
  • Knowledge and hands-on experience on cloud deployments.
  • Willingness to learn and adapt to the entire technology stack.
  • Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues.
  • A Bachelor's degree in Computer Science or Engineering.

Estimated Salary Range: $120,000 - $180,000 per year.

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