Currently, we are seeking a Cloud Network Support Specialist to provide enterprise-level support to customers of a major cloud service provider.
As a Cloud Support Specialist, you will work with a team of experienced Support Engineers to resolve customer's concerns and issues with using cloud infrastructure products. You would use your technical expertise and communication skills to understand the customer's problems, provide technical assistance, and then guide them to resolution. You would also participate in discussions with product engineers to share your insights on customer needs and issues to help product improvements. You will be fully exposed to the cutting-edge technologies of a prominent cloud service provider and play a key role in the growth of their cloud computing products.
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This role offers a hybrid model, with 3 days per week working from the client's office in Krakow or Wroclaw.
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Responsibilities
- Provide technical assistance and support over e-mail, chat and phone as part of a global 24x7-support organization
- Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root case, and resolve the issue to the satisfaction of customer
- Handle escalation from customer and lead to satisfactory resolution
- Co-work with engineers across technical and product domains to resolve complex cross-domain issues
- Consult with senior engineers and subject matter experts (SME) to accelerate problem resolution
- Hand-off or take-over cases to/from other geographical region to provide around-the-clock issue resolution for premium customers
- Follow communication guidelines and security policies when communicating with customer
- Categorize support requests for support and service analytics
- Produce support documents, perform knowledge sharing and training
- Keep technical skills up to date with latest cloud technologies
- Advanced knowledge of Linux/Unix background (usage of lsof & Netstat to check open ports & running processes)
- Intermediate skills in Networking (TCP/IP, API, related troubleshooting tools)
- Attention to Detail, fast learner & Excellent communication skills
- Basic knowledge of SQL
- At least basic knowledge of Python (or any other programming language, eg. Java, Bash, C#)
- Familiarity with Docker
- Fluency in English (verbal & written, B2 level)
- Willingness to provide support also during weekends
- We gather like-minded people:
- Engineering community of industry professionals
- Friendly team and enjoyable working environment
- Flexible schedule and opportunity to work remotely within Poland
- Chance to work abroad for up to 60 days annually
- Relocation within our 50+ offices
- We provide growth opportunities:
- Outstanding career roadmap
- Leadership development, career advising, soft skills, and well-being programs
- Certification (GCP, Azure, AWS)
- Unlimited access to LinkedIn Learning, Get Abstract, O'Reilly, Cloud Guru
- Language classes in English and Polish for foreigners
- We cover it all:
- Stable income (Employment Contract or B2B)
- Participation in the Employee Stock Purchase Plan
- Benefits package (health insurance, multisport, shopping vouchers)
- Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
- Referral bonuses
- Corporate, social and well-being events
- Please, note:
- The set of bonuses might vary based on the role you apply for - specifics will be discussed with our recruiter during the general interview
- We will reach out to selected candidates exclusively