Cloud Support Engineer

Description

CloudBlue is a technology solution startup born from the need to digitally transform a multibillion-dollar enterprise. The CloudBlue platform orchestrates ecosystems for customers worldwide, including the largest B2B Cloud Marketplace in the world. We have spent 15+ years innovating and investing in digital transformation, subscriptions, and multi-level partner ecosystems. Today, hundreds of customers rely on CloudBlue to orchestrate their ecosystems and scale their businesses globally.

By joining the CloudBlue team, you’ll be playing a significant role in our growth, having an opportunity to make an immediate impact on the business. Our entrepreneurial scope means we operate with the agility of a high growth start-up, but with the confidence & backing of a Fortune 100 corporation, Ingram Micro.

At CloudBlue you'll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You’ll be a part of a culture that emphasizes trust, open communication, and continuous learning.

As part of the global 24x7x365 Cloud Support team, you are responsible for ensuring critical platforms remain operational and stable for our business. You will resolve support requests from customers. You will engage with 3rd party support to build out support related process and standards. You will seek out opportunities to improve and optimize applications and processes used to support, monitor and maintain critical systems in order to minimize downtime. You will proactively work with development teams to continuously improve product stability and performance.

Responsibilities:

Providing support in a 24x7x365, KPI-driven Cloud environment

Handling incident requests from customers providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform

Triaging to internal and external teams pushing for resolution within de SLA's to ensure the best possible customer experience and support

Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues

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)

Collaborate on maintain knowledgebase articles for processes. 

Requirements: 

2+ years of experience working in capacity of Technical Support or similar 

Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL 
 
Working experience  with Monitoring tools (desirable Zabbix, Monitis) 
 
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,.. 
 
Passion for providing exemplary customer service, strong customer focus 
 
Eager to learn new technologies and develop your skills. 
 
Good verbal and written professional communication, fluent in English. 
 
Self-motivated and proactive in performing duties 
  
Team player

Nice to have: 
 
- ITIL certification 
 
- Microsoft Azure certification 

- Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP 

- Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP 

- Knowledge of SQL 
 
- Exposure to virtualization and orchestration technologies such as Docker and Kubernetes 


When it comes to the Benefits of joinning us:

Hybrid working model (remote/office)

Tickets Restaurant

Health insurance (possibility to include family members)

Technical and language training (English/Spanish), and development opportunities

Team Building events and activities: CSR, summer and Christmas party, weekly networking hour

Other: equipped canteen and terrace, break area (coffee, cold drinks, arcade machine), fresh fruit, vending...

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