Hybrid Senior Cloud Support Engineer

at Zadara

• Job title: Senior Cloud Support Engineer
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, Firewalls, Google Cloud Platform, Linux, OpenStack, Python, VMware
• Location requirements: Hybrid, United States

About the role

• Senior Cloud Support Engineer providing technical support and troubleshooting for cloud-based services. Collaborating with engineering and operations teams to ensure system performance and reliability.

Responsibilities

• Customer Experience
• Build and maintain strong relationships with customers.
• Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
• Provide quality technical guidance and training.
• Customer Support & Troubleshooting
• Troubleshoot, design and deploy advanced L2 and L3 Networks.
• Service, analysis and resolution of tasks and support tickets
• Prioritize and manage several open tasks at one time.
• Respond to tickets with urgency and clarity, according to SLAs.
• Provide high-level technical support, following tickets through to resolution.
• Escalate tickets to the next level providing clear incident details.
• Participate in Active On-Call rotational schedule, average one weekend per month, to support high-priority escalations and ensure continuous service availability.
• In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday.
• Configure servers, networking equipment, and cloud resources as needed.
• Process & Collaboration
• Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
• Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
• Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.
• Contribute to continuous improvement efforts in support delivery processes and tooling.
• Other responsibilities as assigned.

Requirements

• 5+ years experience in administration, configuration, and tuning of Linux systems (Ubuntu/Debian and/or CentOS/RHEL), and Virtualization/cloud environments (AWS/GCP/Azure/VMware/Openstack).
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Solid understanding and experience in network design, CCNA level or equivalent and configuration of network devices (switches, firewalls, routers).
• Solid experience with storage systems (SAN/NAS/Object).
• Scripting experience (Bash, Python, etc.)
• Excellent written and verbal communication skills, including experience working directly with customers in the areas of support.

Benefits

• Paid time off
• Medical, Dental, Vision insurance
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• 401(k) plan with matching
• Basic life and AD&D