Cloud Tech Support Engineer

**Cloud Tech Support Engineer - Infra****Location: Monterrey, N.L.****Short Description**:**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 **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 frame works, **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 cording 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**.Tipo de puesto: Tiempo completoSalario: $31,000.00 - $80,000.00 al mesHorario:- Turno de 8 horasPrestaciones:- Días por enfermedad- Programa de referidos- Seguro de gastos médicos mayores- Seguro de vida- Vacaciones adicionales o permisos con goce de sueldo- Vales de despensaIdioma:- Inglés (Obligatorio)Licencia/Certificación:- Sistemas Computacionales o equivalente (Obligatorio)Lugar de trabajo: remoto híbrido en 64650, Monterrey, N. L.