Technical Customer Support Engineer
CloudZero
AWSAzureCloudGoogle Cloud Platform
Senior IT Support Engineer
Rain
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
CloudDNSFirewallsJamfLinuxTCP/IP
About the role
- Remotely design, manage, and troubleshoot IT infrastructure, including cloud-managed networks (LAN/Wi-Fi), and firewalls for our physical office hubs.
- Lead IT infrastructure and collaboration technology projects for a distributed workforce, ensuring high availability, performance, and security.
- Manage and enhance Workspace ONE UEM deployments for zero-touch device provisioning, lifecycle management, and security compliance.
- Drive IT automation initiatives using scripting tools or low-code/no-code platforms to streamline workflows and improve efficiency.
- Act as a customer experience champion, ensuring responsive, high-quality support for all employees, regardless of their location.
- Provide expert IT support for our global teams across the US, India, LATAM, and Europe.
- Administer Google Workspace, including user provisioning, security settings, integrations, and advanced troubleshooting.
- Oversee the end-to-end IT asset lifecycle for a remote workforce, including procurement, zero-touch deployment, tracking, and secure decommissioning.
- Support and optimize collaboration tools like Slack, Jira Service Management, Zoom, Confluence, and Google Meet.
- Standardize and document IT processes, creating robust knowledge bases and support procedures for a remote-first environment.
- Lead remote onboarding and offboarding operations, coordinating closely with Compliance, People, and Security teams.
- Contribute to IT compliance efforts (SOC2, ISO 27001, PCI DSS) within a cloud-native infrastructure.
Requirements
- 7+ years of IT Experience, ideally with at least 2 years in a senior or lead role supporting a remote or hybrid workforce.
- English is a MUST have.
- Proven experience providing exceptional IT support to a globally distributed, remote workforce.
- Experience supporting Mac, Linux, and Windows platforms in a corporate environment.
- Strong expertise in networking principles (TCP/IP, DNS, VPN).
- Demonstrated success in driving IT automation or process improvements with measurable outcomes.
- Hands-on experience managing a distributed IT asset lifecycle using modern asset management tools.
- Advanced proficiency in Google Workspace administration and automation.
- Solid experience with Workspace ONE UEM or other modern MDM/UEM solutions (e.g., Jamf, Kandji, Intune).
- Exceptional documentation, project management, and cross-team collaboration skills, essential for a remote-first environment.
- Prior experience in a startup, fast-paced, or agile environment is highly desirable.
- Familiarity with compliance frameworks such as SOC2, PCI, ISO 27001.
- Excellent written and verbal communication skills with a customer-focused mindset.
- Passion for leveraging AI tools in IT operations or familiarity with emerging AI-enhanced IT solutions.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT infrastructure managementcloud-managed networksfirewallsWorkspace ONE UEMscripting toolsIT automationGoogle Workspace administrationnetworking principlesasset managementMDM/UEM solutions
Soft skills
customer experienceexceptional IT supportdocumentationproject managementcross-team collaborationcommunicationcustomer-focused mindsetleadershipprocess improvementadaptability
Certifications
SOC2ISO 27001PCI DSS
