Cloud Support Engineer/Technical Lead Opportunity

2 days ago

Pune, Maharashtra, India beBeeCloudSupportEngineer Full time US$ 1,10,000 - US$ 1,78,000

Transform Your Career

We are seeking a highly skilled Cloud Support Engineer/Technical Lead to join our team.

About the Role

The ideal candidate will have experience in technical support, cloud computing, and leadership. They will be responsible for driving technical solutions to complex problems, providing in-depth analysis and guidance to customers and partners using email, web, and phone communication methods.

Responsibilities

  • Drive technical solutions to complex problems.
  • Adhere to response and resolution SLAs and escalation processes.
  • Demonstrate good problem-solving skills and be process-oriented.
  • Utilize the cloud environment, connectors, 3rd party partner software, and tools to investigate issues.
  • Document known solutions to the internal and external knowledge base.
  • Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution.
  • Proactively identify recommendations and lead global initiatives to improve product quality and customer experience.
  • Train and mentor support staff.
  • Be the SME in one or more product functional areas.
  • Mentor, coach and enable Support Engineers via 1:1 technical collaborations.
  • Assist as the technical SME on escalated cases and accounts when engaged either by Support Engineer or escalation manager.
  • Host daily technical huddles, weekly office hours, and case clinics for your functional area.
  • Review/curate knowledge articles.
  • Own Engineering partnerships to help drive product and process enhancement.
  • Lead new feature readiness activities in partnership with Support Release Readiness TPMs as technical and support SMEs.
  • Partner with support learning to create/review technical training for existing/new concepts and features.
  • Partner with Incident Management to help with technical qualification, impact analysis and Support Engineers readiness.

Requirements

  • Bachelor's or Master's degree in Computer Science or equivalent discipline.
  • 12+ years experience in a Technical Support environment or a similar technical function in a customer-facing role.
  • Excellent written and verbal communication skills in English with attention to detail.
  • Ability to work in a highly collaborative environment across global teams.
  • Good understanding of cloud computing architecture, global service, security, data warehouse, and data lakes.
  • Expert-level knowledge and advanced troubleshooting skills across multiple Support functional areas.
  • Ability to effectively communicate with all audiences (customers, Support Engineers, and engineering).
  • Proficient with case management best practices.
  • Aptitude to collaborate with, mentor, and coach Support Engineers.
  • Strong organizational and time management skills.
  • Experience writing, profiling, and debugging SQL queries.
  • Familiarity with AI/ML concepts.
  • Familiarity with Salesforce Service Cloud, JIRA, Confluence.

Nice to Have

  • Principal Cloud Support Engineer experience.
  • Familiarity with Data Science.

About Us

We are an equal opportunity employer. We welcome applications from qualified candidates without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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