Cloud Tech Support Engineer

**Cloud Tech Support Engineer - Network**

**Roles and 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. Perform community management tasks as needed by the business.
- 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.

**Skills /Competencies**:
**Essential**:

- Degree in IT / Computer Science / related discipline with **6+ years** of experience in IT industry as a **Support Engineer** with **Networking experience**.
- Experience in enterprise level **Product Support**.
- Knowledge on Networking services in **GCP IaaS Services & GCP Products** or **related cloud platforms**.
- Experience in Troubleshooting and supporting GCP Network services - VPC, Resource Manager, Stack Driver, Cloud CDN, Cloud IAM & Load balancers
- 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 cording experience in **Algorithms** & **Data Structures**:

- Should have understanding of **System Design** / **scaling**:

- Should have experience in **testing Infrastructure Applications**:

- Should have advanced level of 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**.

Tipo de puesto: Tiempo completo

Salario: $31,000.00 - $80,000.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- 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

Idioma:

- Inglés (Obligatorio)

Licencia/Certificación:

- Sistemas Computacionales o equivalente (Obligatorio)

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