5 Lead Technical Support Engineer Cloud Infrastructure jobs in whatjobs
Lead Technical Support Engineer - Cloud Infrastructure
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and motivated Lead Technical Support Engineer to manage and enhance their global customer support operations. This is a fully remote, leadership position responsible for overseeing a team of support professionals and ensuring the delivery of exceptional technical assistance for complex software and infrastructure issues. The ideal candidate will possess a deep understanding of IT support methodologies, cloud technologies, and team management, coupled with excellent communication and problem-solving skills.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of technical support engineers, fostering a culture of excellence and continuous improvement.
- Oversee the resolution of complex technical issues reported by customers, ensuring timely and satisfactory outcomes.
- Develop and implement support processes, workflows, and knowledge base articles to improve efficiency and customer satisfaction.
- Act as a point of escalation for critical customer issues, providing expert technical guidance.
- Collaborate with engineering and product management teams to identify recurring issues, advocate for product improvements, and ensure effective bug resolution.
- Monitor support ticket queues, key performance indicators (KPIs), and service level agreements (SLAs) to ensure team performance meets organizational standards.
- Develop and deliver training programs for the support team on new products, features, and support best practices.
- Analyze support data to identify trends, patterns, and areas for proactive intervention or process enhancement.
- Contribute to the development and implementation of self-service support resources for customers.
- Maintain strong relationships with key customers and stakeholders, ensuring their technical needs are met.
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Lead Technical Support Engineer - Cloud Infrastructure
Posted 7 days ago
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Job Description
Our client, a rapidly scaling technology company specializing in cloud solutions, is looking for a highly skilled and experienced Lead Technical Support Engineer to join their elite, fully remote support team. This pivotal role involves leading and mentoring a team of support engineers while also providing advanced technical assistance to clients facing complex issues with cloud infrastructure and software. You will be responsible for troubleshooting, diagnosing, and resolving intricate technical problems, ensuring minimal disruption to client operations. This includes managing escalated issues, conducting root cause analysis, and documenting solutions. Developing and improving support processes, knowledge base articles, and troubleshooting guides will be critical. You will also collaborate with development and operations teams to identify and address product bugs and performance enhancements. The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, with a minimum of 5 years of experience in technical support, preferably within cloud computing environments (AWS, Azure, GCP). Strong expertise in networking, operating systems (Linux/Windows), virtualization, and scripting (e.g., Python, Bash) is required. Proven experience in a lead or supervisory role, with excellent team leadership and problem-solving skills, is essential. This remote-first position demands exceptional communication abilities, both written and verbal, and the capacity to work effectively under pressure in a dynamic environment. You should be passionate about customer service and possess a deep understanding of cloud architecture and its common challenges. This is a fantastic opportunity to take a leadership role in a cutting-edge tech company, working remotely and contributing to client success from **Ongata Rongai, Kajiado, KE**.
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Lead Technical Support Engineer - Cloud Infrastructure
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking a skilled and experienced Lead Technical Support Engineer to manage and enhance their cloud infrastructure support operations. This fully remote role empowers you to provide exceptional technical assistance to our users and internal teams from anywhere. You will be responsible for leading a team of support engineers, ensuring timely and effective resolution of technical issues related to our cloud-based services and platforms. Key responsibilities include troubleshooting complex technical problems, diagnosing system errors, and implementing robust solutions. You will develop and maintain support documentation, knowledge bases, and best practices for technical support. The successful candidate will also contribute to process improvements, identify trends in support requests, and collaborate with development teams to address recurring issues and enhance product stability. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is required, along with a minimum of 6 years of experience in technical support, with at least 2 years in a lead or supervisory role. Strong expertise in cloud computing platforms (e.g., AWS, Azure, GCP) and related services is essential. Proficiency in scripting languages (e.g., Python, Bash) and experience with monitoring tools are highly desirable. Excellent problem-solving, analytical, and communication skills are critical for diagnosing issues and communicating solutions effectively. The ability to manage multiple priorities, work under pressure, and provide clear, concise technical guidance is paramount. This is a fully remote position, requiring exceptional organizational skills, self-discipline, and the ability to work independently and as part of a distributed team. While the team is based in Ruiru, Kiambu, KE , this role is performed entirely remotely. Join us in ensuring the highest level of technical support for our valued users.
This advertiser has chosen not to accept applicants from your region.
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Lead Technical Support Engineer - Cloud Infrastructure
Posted 9 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative cloud solutions, is looking for a Lead Technical Support Engineer to join their fully remote customer success team. In this pivotal role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and guiding a team of support engineers. You will be the primary escalation point for critical technical challenges, ensuring client satisfaction and system stability. This position requires deep expertise in cloud technologies and a passion for delivering exceptional customer service.
Responsibilities:
Responsibilities:
- Provide Tier 3 technical support for cloud infrastructure, platforms, and services.
- Lead and mentor a team of technical support engineers, overseeing their performance and professional development.
- Diagnose and resolve complex technical issues, including network, server, and application problems, in a timely manner.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
- Collaborate with engineering and product teams to identify root causes of recurring issues and drive product improvements.
- Monitor system performance and proactively identify potential issues or areas for optimization.
- Manage and prioritize support tickets and escalations, ensuring service level agreements (SLAs) are met.
- Train clients on best practices for using cloud services and troubleshooting common problems.
- Act as a subject matter expert on cloud technologies, sharing knowledge across the organization.
- Participate in on-call rotation to provide 24/7 support when needed.
- Contribute to the development and implementation of new support tools and processes.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5-7 years of experience in technical support, with a focus on cloud infrastructure (e.g., AWS, Azure, GCP).
- Proven experience in a leadership or lead engineer role.
- Strong understanding of networking protocols (TCP/IP, DNS, HTTP), operating systems (Linux, Windows), and virtualization technologies.
- Experience with scripting languages (e.g., Python, Bash) for automation is a plus.
- Excellent analytical and problem-solving skills.
- Exceptional communication and customer service skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Ability to work effectively in a fast-paced, remote environment.
- Experience with containerization technologies (Docker, Kubernetes) is highly desirable.
- Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Administrator) are a significant advantage.
This advertiser has chosen not to accept applicants from your region.
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Lead Technical Support Engineer (Cloud Infrastructure)
Posted 3 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a Lead Technical Support Engineer specializing in cloud infrastructure to join their fully remote support team. In this critical role, you will be the primary point of contact for complex technical issues, providing expert-level troubleshooting and resolution for our cloud-based services. You will lead a team of support engineers, offering guidance, mentorship, and technical direction to ensure swift and effective customer support. Responsibilities include diagnosing and resolving issues related to cloud platforms (AWS, Azure, GCP), networking, databases, and application performance. You will develop and maintain comprehensive knowledge base articles, troubleshooting guides, and best practice documentation to empower both customers and internal teams. The ideal candidate will have a deep understanding of cloud architecture, virtualization technologies, containerization (Docker, Kubernetes), and CI/CD pipelines. Experience with scripting languages (e.g., Python, Bash) for automation and troubleshooting is highly desirable. You will collaborate closely with engineering and product teams to identify root causes of recurring issues and advocate for product improvements. This position requires exceptional problem-solving abilities, strong analytical skills, and a customer-centric approach. Excellent communication and interpersonal skills are essential for effectively interacting with clients and internal stakeholders in a remote setting. We are looking for a proactive individual who can manage high-pressure situations, prioritize effectively, and contribute to a positive and efficient support environment. This is a fantastic opportunity for a seasoned technical support professional to take on a leadership role within a dynamic, remote-first organization and significantly impact customer satisfaction.
This advertiser has chosen not to accept applicants from your region.
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