Cloud Tech Support Specialist

hace 4 semanas


Monterrey, Nuevo León, México U Hi A tiempo completo

Cloud Tech Support Specialist

At U Hi, we're looking for a skilled Cloud Tech Support Specialist to join our team. As a Cloud Tech Support Specialist, you will be responsible for providing top-notch technical support to our customers, ensuring their cloud infrastructure is running smoothly and efficiently.

Key Responsibilities:

  • Maintain high customer satisfaction scores and follow quality standards in 90% of cases.
  • Assist and respond to consults from other Technical Support Representatives through existing systems and tools.
  • Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer-facing root cause assessment.
  • Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
  • Understand business impact of customer issue report and follow internal issue prioritization guidelines, provide justification on priority for a given single customer report.
  • Reactively file issue reports to Product Engineering team, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
  • Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
  • Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with Product Engineers and Program Managers.
  • Adhere to project timelines and create release deliverables.
  • Participate in debugging design/code issues and identify the root cause.

Requirements:

  • Degree in IT / Computer Science / related discipline with 6+ years of experience in IT industry as a Support Engineer with Infrastructure experience.
  • Experience in enterprise-level Product Support experience.
  • Knowledge on Infrastructure services in GCP IaaS Services & GCP Products or related cloud platforms.
  • Experience in Troubleshooting and supporting GCP Infrastructure services - GCP Compute, Kubernetes Engine and other Infra components and other environment builds.
  • Object-Oriented JavaScript and related frameworks, Type Script, HTML5, CSS Frameworks.
  • Basic Experience in Any standard webserver and related framework.
  • +3 years of Basic Experience in supporting RESTFULL Web API's using Java and Python core framework.
  • Experience in Unix/Linux platform, command line and shell scripting.
  • Good Understanding and coding experience in Algorithms & Data Structures.
  • Should have understanding of System Design / scaling.
  • Should have experience in testing Applications.
  • Should have understanding on Networking Protocols and trouble shooting.

Preferred:

  • Familiarity with GCP IaaS Services & GCP Products.
  • Work experience of other Cloud services such as AWS, Azure, IBM Soft layer, Rackspace, Private Clouds.
  • Google Cloud certification (GCP) is preferred.

Additional Skills:

  • Excellent customer interfacing skills.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and outstanding analytical and Problem-solving skills.

Benefits:

  • Días por enfermedad.
  • Programa de referidos.
  • Seguro de gastos médicos mayores.
  • Seguro de vida.
  • Vacaciones adicionales o permisos con goce de sueldo.
  • Vales de despensa.

Language: Inglés (Obligatorio)

Licencia/Certificación: Sistemas Computacionales o equivalente (Obligatorio)

Lugar de trabajo: remoto híbrido en 64650, Monterrey, N. L.



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