Cloud Support Engineer

hace 3 semanas

Ciudad de México Provenir Inc. A tiempo completo

**Who We Are**

Provenir is a global fintech company with offices across North America, the UK, and Singapore. Provenir helps fintechs, financial institutions, and payment providers make smarter decisions, faster. We are passionate about technology and empowering businesses to become industry leaders. As a leading provider of decisioning and analytics products for financial services and other industries, we empower businesses to create digital-first decisioning solutions that drive business growth. If you’d like to work at an innovative fintech with a global footprint that is redefining the industry, then we want you

**What You'll Do**

**Essential Job Functions**
- The Cloud Support Engineer expedites issue resolution and enhances our support processes for our SaaS system.
- This role is a part of a 24/7 support team.
- Handle questions, diagnose problems and resolve technical issues for clients and in areas of networking
- Report/escalate issues through the appropriate channels
- Effectively communicate information with team members and clients
- Work with clients to identify configuration and scripting errors and guide them in the correct next steps and practices
- Proactively identify ways to avoid recurrence of client issues by improving processes, reviewing technical articles, and recommending changes
- Automate manual processes and improve existing processes
- Strive to meet the highest level of customer satisfaction by resolving customer issues in a professional and timely manner
- Perform Incident Management activities and duties
- Adhere to Change Management and Change Control procedures
- Adhere to appropriate policies and escalation procedures and collaborate with the other areas for 2nd and 3rd-level support.

**Required Experience/Skills**:

- Speak fluent English and Spanish
- Associates Degree in Computer Science/Engineering or equivalent technical certifications
- Strong expertise in managing Public Cloud Infrastructure such as AWS, GCP or Azure
- Strong Networking experience in areas of Virtual Private Networks, subnet routing, firewall rules, DNS
- Strong expertise in Linux system administration
- Solidly grounded in the fundamentals of Cloud, Network and System security
- SQL Database experience highly recommended
- Demonstrated ability to execute and monitor escalation procedures
- Experience using Zendesk ticketing software
- Excellent communication and interpersonal skills
- Exceptional customer service skills
- Solid problem-solving skills
- Scripting and coding knowledge in one of the languages of Python or JavaScript along with good bash shell scripting
- Excellent follow-up and follow-through skills
- Must be adaptable with the ability to remain cool under pressure, offering suggestions and maintaining superb customer service skills in all situations
- Experience working with an international client base is a plus
- At Provenir, we recognize that diversity and inclusion make our teams stronger. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, national origin, age, sex, gender identity, sexual orientation, disability, marital status, domestic partner status, citizenship, or veteran status or medical condition. We encourage people from all backgrounds to apply._

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