1 Senior Technical Support Engineer Cloud Services jobs in whatjobs
Senior Technical Support Engineer (Cloud Services)
Posted 12 days ago
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Job Description
Our client, a leading provider of cloud-based software solutions, is seeking a highly experienced and dedicated Senior Technical Support Engineer to join our global, fully remote customer service team. In this crucial role, you will be the primary point of contact for complex technical issues, ensuring our clients receive timely and effective resolutions. You will diagnose, troubleshoot, and guide customers through intricate technical challenges related to our advanced cloud platforms, SaaS applications, and integrated services. This position demands exceptional problem-solving skills, a deep understanding of cloud infrastructure, and a commitment to delivering outstanding customer experiences in a remote-first setting. Responsibilities will include:
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with a focus on cloud computing (AWS, Azure, GCP), SaaS applications, and networking is essential. Strong proficiency in scripting languages (e.g., Python, Bash) and experience with ticketing systems (e.g., Zendesk, Jira Service Desk) are required. Excellent diagnostic and analytical skills, coupled with the ability to explain technical concepts clearly to non-technical users, are critical. You must be a highly organized, self-motivated individual capable of working independently and managing priorities effectively in a remote environment. This is a fully remote role, allowing you to contribute to our client's success from anywhere, with the operational focus originating from **Kakamega, Kakamega, KE**.
- Providing advanced technical support and troubleshooting for a wide range of cloud-based products and services.
- Analyzing customer issues, identifying root causes, and implementing effective solutions.
- Escalating complex problems to engineering and development teams with detailed documentation and clear action plans.
- Developing and maintaining comprehensive technical documentation, knowledge base articles, and FAQs.
- Conducting remote training sessions and webinars for customers and internal support staff.
- Collaborating with product management and engineering teams to provide feedback on product performance and identify areas for improvement.
- Monitoring system performance and proactively identifying potential issues.
- Ensuring high levels of customer satisfaction through prompt, professional, and accurate support.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with a focus on cloud computing (AWS, Azure, GCP), SaaS applications, and networking is essential. Strong proficiency in scripting languages (e.g., Python, Bash) and experience with ticketing systems (e.g., Zendesk, Jira Service Desk) are required. Excellent diagnostic and analytical skills, coupled with the ability to explain technical concepts clearly to non-technical users, are critical. You must be a highly organized, self-motivated individual capable of working independently and managing priorities effectively in a remote environment. This is a fully remote role, allowing you to contribute to our client's success from anywhere, with the operational focus originating from **Kakamega, Kakamega, KE**.
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