Distributed Cloud Support Engineer I

What will you do?

• Fix reported issues and advocate for the customer.
• Collaborate with sales and engineering teams to provide support to resellers, service provider and enterprise customers, as well as end users via telephone, e-mail, Slack and the web portal.
• Issue reproduction and concise documentation of solutions provided through technical notes, case studies and knowledge base articles.
• Critical issue management and customer assurance when handling reported issues.
• Coordinate fixes by Engineering or Developers when required and relay appropriate information to our partners and customers.
• Provide recommendations on how to improve supportability, reliability, availability, and serviceability based on lessons learned through issue resolution.

How do you qualify?

• 1 or more years of experience working in an operations environment.
• Background in customer service/support and IT, networking, or IT security incident management.
• Experience driving efficiency, handling growth, and delivering results.
• Good understanding of IT, Network, or IT SOC best practices and a real passion for continuous improvement.
• Strong organizational skills and work well with contacts in various business subject areas.
• Conversationally and technically fluent in English verbally and written.

Advantageous to have:

• Strong understanding of Networking and Layer 7 Protocols.
• Familiarity with Container technologies (Docker and Kubernetes).
• Knowledge of Data Representation types (XML, JSON, YAML).
• Public cloud experience with Amazon Web Services (AWS), Google Cloud Platform (GCP) and/or Microsoft Azure is preferred.
• Security product/solutions experience (Firewalls, WAFs, DDoS Mitigation) is preferred.
• Strong troubleshooting skills, independent and collaborative.
• Approachable disposition and steadfast in delivering.
• Ability to prioritize and multitask when leading sophisticated technical issues.
• Proven understanding of routing and switching technologies.
• Ability to read different scripting and automation languages (Python, Shell and Ansible).
• Bachelors degree in technologically relatable field or equivalent practical experience.

Physical Demands and Work Environment

• This role requires availability outside normal business hours to align with the distributed global teams or to respond to critical security events.
• Some travel may be required (less than 10%).