Cloud Tech Support Engineer
hace 1 día
**Job Overview**
We are seeking an experienced Cloud Tech Support Engineer to join our team at U Hi. As a key member of our infrastructure support team, you will play a critical role in maintaining the high level of service we deliver to our customers.
**About the Role**
The successful candidate will be responsible for providing technical support and troubleshooting services for our cloud-based infrastructure platforms. This includes identifying and resolving issues related to GCP IaaS Services & GCP Products, as well as other cloud platforms.
**Key Responsibilities**
- Maintain response and resolution speed as defined by SLOs;
- Keep high customer satisfaction scores and follow quality standards in 90% of cases;
- Assist and respond 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.
**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**;
- Strong understanding of 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
**What We Offer**
We offer a competitive salary range of $31,000.00 - $80,000.00 per month, plus a comprehensive benefits package including days off for illness, referral program, medical expenses insurance, life insurance, additional vacation time or paid leave, and food vouchers.
**Work Arrangements**
This is a full-time position with an 8-hour work schedule. The work arrangement is remote hybrid in 64650, Monterrey, N. L.
**Language Requirements**
Inglés (Obligatorio)
**Education Requirements**
Sistemas Computacionales o equivalente (Obligatorio)
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