Position: Cloud DevOps Support Engineer
Company: techbiz.global
Experience required: 2y
Category: Support
English level: upper
Published: 2022-09-01T00:00:00+03:00

We are looking for a Cloud Devops Support Engineer who will play a crucial role in ensuring company’s customer success and their super high availability in the cloud, as they first come on board, and as an ongoing first-line technical support. 

Responsibilities:
- Provide front-line technical support with exceptional customer service via company's support system (Zendesk) and Teams meetings.
- Review customer inquiries and questions, acquire all relevant details, troubleshoot, and resolve issues.
- Document all incoming cases reported by end-users via telephone, ticketing system, and other support channels as required.
- Identify and escalate priority issues per client specifications.
- Work closely with customers, engineering team, management team, and sales team as a point of contact for client issues.
- Understand processes, event management and prioritization.
- Follow written procedures, share knowledge among the team, create new documentation for both technical and end-user roles

Qualifications
- Ability to work in shifts. Mostly in morning or evening shift (08:00- 17:00 or 11:00-20:00)
- Considering working at night. (5-8 night shifts per month instead of the day shifts)
- Customer Support experience in customer-facing technical roles (Must).
- Previous experience in IT or business support organisations (Must).
- Experience working in cloud-based environments (Azure\AWS – High Advantage).
- Excellent problem solving and multitasking skills. 
- Ability to self-manage and take initiative. 
- NOC experience (Advantage).
- Understanding of Windows environment, Active Directory services, Networking, Cloud Infrastructure and Remote management tools (High advantage).
- Strong verbal and written communication skills in English. (Hebrew is a high advantage)