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Senior Technical Support Engineer-Australia

2 months ago

Rockville, United States CloudBolt Software Full time

At CloudBolt Software ( www.cloudbolt.io ) we know our amazing employees are the reason for our success. If you're looking to join an energetic, collaborative organization where you can make a difference every day, tackle the toughest cloud automation and cost optimization challenges, and have lots of fun doing work you love... join us at CloudBolt, and be part of helping companies better control hybrid cloud/multi-cloud chaos and deliver ROI across their entire cloud

As a Senior Technical Support Engineer, you will be the front-line support for our clients, ensuring they have a seamless experience with our software and SaaS product. You will be responsible for troubleshooting technical issues, providing expert guidance, and working closely with our development and product teams to resolve complex problems. This role requires strong communication skills, technical expertise, and a customer-centric approach. Based in Australia, this position involves direct interaction with clients, troubleshooting technical issues, and provide patch to maintain the reliability and availability of our software systems.

Key Responsibilities:

  • Serve as the primary point of contact for clients, ensuring they have a seamless experience with our software and SaaS solutions by addressing and resolving issues quickly and effectively.
  • Ensure the reliability, performance, and availability of our software systems by promptly addressing and resolving technical issues working with the support team.
  • Maintain seamless operations while providing outstanding customer service through ticketing systems, web conferencing, and occasional onsite visits.
  • Diagnose and resolve technical issues related to our software and SaaS products, including software configuration, integration, and performance issues.
  • Assist customers in developing and deploying custom orchestration scripts and product plugins, leveraging expertise in Cloud infrastructure and Python/Django.
  • Work closely with the support, engineering and product teams to escalate and resolve complex technical problems.
  • Offer guidance and training to customers on product features, best practices, and new updates.
  • Create and maintain detailed knowledge base articles to address common issues, solutions, and best practices for both customers and internal teams.
  • Act as the voice of the customer within the company, ensuring their needs are prioritized in product development and support strategies.
Reporting Line: The Senior Technical Support Engineer will report to the Manager of Global Customer Support.

We Are Looking For Someone Who:
  • Proactively addresses challenges, showing enthusiasm for rapid change and product delivery.
  • Consistently exceeds customer expectations in every interaction.
  • Is self-motivated and self-directed, with strong multitasking capabilities.
  • Learns new technologies quickly through self-training and instruction.
  • Has exceptional troubleshooting skills, capable of diagnosing issues across the entire stack (application, OS, network, and cloud providers).
  • Enjoys working with development teams to ensure software meets business, quality, and operational needs.
  • Is comfortable supporting both SaaS and On-Premises applications in customer environments.
  • Builds a reputation for delivery, trust, and collaboration, with strong problem-solving skills and excellent communication.
Requirements
  • Experience: 3+ years of experience in a technical support role, preferably within a SaaS environment.
  • Strong Communication skills and a customer-centric approach.
  • Ability to work collaboratively in cross-functional team environment.
  • Expertise in Cloud infrastructure and proficiency in one or more programming languages such as Python/Django, Bash, or Ruby on Rails.
  • Solid understanding of Cloud Management Platforms.
  • Strong hands-on experience troubleshooting complex technical issues in Hybrid Cloud infrastructures and provides effective solutions.
  • Experience with Cloud Technologies (AWS, Azure, GCP).
  • Bachelor's degree in computer science, Information Technology, or a related field, or equivalent experience.
Additional Valuable Experience:
  • Experience with Infrastructure as Code (IaC) platforms like Terraform.
  • Familiarity with configuration management tools such as Ansible, Puppet, or Chef.
  • Linux/Unix and Windows administration expertise.
  • Knowledge of DNS, IPAM, Ansible, and Active Directory.

About CloudBolt

CloudBolt is The Cloud ROI Company™. We are singularly focused on solving the most pressing problem with cloud today: increasing return on investment (ROI). With the introduction of our Augmented FinOps capabilities, CloudBolt is leveraging AI/ML-informed insights and applying intelligent automation and orchestration proactively and retrospectively to make complete cloud lifecycle optimization a reality. CloudBolt enables organizations to realize the full potential of any cloud fabric by closing the "insight to action" gap. By streamlining, clarifying, and optimizing spend and control, we help organizations place value at the center of every cloud decision. For more information, visit www.cloudbolt.io .

CloudBolt is an equal opportunity workplace. We celebrate and support diversity and are committed to creating an inclusive environment for all our employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or accommodation due to a disability, you may contact us at careers@cloudbolt.io.