Senior Cloud Support Engineer

Description

Ingram Micro Cloud is a “startup like” business arm of the larger Ingram Micro – and we’re growing absurdly fast. We are the world’s largest cloud platform provider, enabling any business to provide cloud solutions to anyone.  Our end-to-end commerce platform powered by CloudBlue facilitates and manages the cloud’s complex digital value chain, connecting partners with innovative solutions that help them compete and scale in the as-the-service economy.  With unmatched global reach, easy access to automated go-to-market and integration tools, deep technical expertise and a curated selection of scalable SaaS and IaaS solutions, Ingram Micro Cloud helps vendors, resellers and managed service providers by offering More as a Service.  With more than $54 billion in revenue and the ability to reach 90% of the global population, we are one of the world’s largest technology distributors, serving our partners through operations in 61 countries with 29,000 associates. We continue to strategically expand our global reach with over 40 acquisitions since 2012 – and we’re just getting started 

Your role:

• Providing support in a 24x7x365 to customers in a Cloud environment in a follow the Sun model in collaboration with other offices located in Canada and Australia.   
• Handling support requests from customers, by staying on top of new features and enhancements and being a subject matter expert, and providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform  
• Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams  
• Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)  
• Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)  
• Document, publish and maintain knowledgebase articles to help optimize the workforce  
• Drive operational efficiency and improvements  

• 2+ years of experience working in capacity of Technical Support or similar  
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 
• Experience working with Monitoring tools ( desirable Zabbix, Monitis)  
  Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP 
• Basic understanding or experience working on Linux environments   
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..  
• Flexibility working some weekends   
• Passion for providing exemplary customer service, strong customer focus  
• Eager to learn new technologies  
• Good verbal and written professional communication, fluent in English.  
• Self-motivated and proactive in performing duties  
• Attention to detail  
• Team player  
  

Benefits

• Flexible schedule and Hybrid work model ⌚️ 
• Fridays, summer and Christmas reduced time ⌛️  
• Technical training by department  
• English and Spanish lessons 
• Career paths by department  
• Monthly bonus for home electricity 
• Free coffee and cold drinks ☕️ 
• Arcade machine  
• Team building events  
• RSC activities ♻️ 
• International and multicultural environment  

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