Tier 2 support engineer

18 hours ago

Delhi, India VergeCloud Full time
Verge Cloud 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 Verge Cloud’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 Verge Cloud’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, Saa S 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 Verge Cloud.

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