Senior Technical Support Specialist

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