Position:Senior Technical Support Specialist
Job Description:Principal Accountabilities
Responsible for solving complex finops data issues presented by customers of our industry-leading cloud cost management SaaS solution.
- Triage, troubleshoot, escalate, and resolve customer support tickets
- Ensure timeliness and quality of resolution and positive customer satisfaction
- Effectively communicate customer feedback and feature requirements to Engineering and Product Management
- Contribute knowledge base articles
- Rotate into weekend coverage according to schedule
- Incident management: support timely communication and resolution of platform issues
- Stay current on all CloudHealth features, industry trends and relevant technology
- Develop product domain expertise to serve as a trusted technical advisor to customers
Requirements
- Bachelor of Science, Computer Science preferred, or equivalent certification
- 6+ years of providing technical support for enterprise customers
- Demonstrated problem-solving and critical thinking ability
- Strong written and oral communication and interpersonal skills
- Ability to explain complex solutions
- Excellent organizational and time management skills with the ability to work remotely
Preferred Skills
- Previous experience supporting SaaS applications
- Finops reporting and analytics
- Public cloud infrastructure and components
- Amazon Web Services (AWS)
- Google Compute
- Microsoft Azure
- Agile Methodologies – Scrum, Kanban
- Experience working with global team projects and operations
Job Complexity
● Requires in-depth knowledge and experience
● Solves complex problems; takes a new perspective using existing solutions
● Works independently; receives minimal guidance
● Acts as a resource for colleagues with less experience
● Represents the level at which career may stabilize for many years or even until retirement
● Contributes to process improvements
● Typically resolves problems using existing solutions
● Provides informal guidance to junior staff
● Works with minimal guidance
Location:IN-India-Remote
Time Type:Full time
Job Category:Engineering and Technology