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VergeCloud | Tier 2 Support Engineer
1 month ago
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.
