Job Summary
The Cloud Technical Support Engineer will be responsible for managing customer support cases, diagnosing issues related to infrastructure and network connectivity, and collaborating with engineering teams to find solutions for technical challenges. This role also entails maintaining thorough support documentation, conducting root-cause analysis, and proactively identifying potential technical risks to enhance the reliability of services.
Responsibilities
- Manage and resolve customer support cases effectively.
- Investigate issues pertaining to infrastructure and network connectivity.
- Collaborate with engineering teams to address technical problems.
- Maintain accurate support documentation.
- Perform root-cause analysis for existing issues.
- Proactively identify and assess technical risks to service reliability.
Qualifications
- Bachelor’s degree in a relevant field.
- Minimum of two years’ experience in technical support or network operations.
- Strong knowledge of TCP/IP and routing protocols such as BGP and MPLS.
- Excellent communication skills in English.
Zenlayer, Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
