Zadara

Support Engineer

• Customer Experience
• Build and maintain strong relationships with customers.
• Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
• Provide quality technical guidance and training.
• Customer Support & Troubleshooting
• Troubleshoot, design and deploy advanced L2 and L3 Networks.
• Service, analysis and resolution of tasks and support tickets
• Prioritize and manage several open tasks at one time.
• Respond to tickets with urgency and clarity, according to SLAs.
• Provide high-level technical support, following tickets through to resolution.
• Escalate tickets to the next level providing clear incident details.
• Participate in Active On-Call rotational schedule, average one weekend per month, to support high-priority escalations and ensure continuous service availability.
• In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday.
• Configure servers, networking equipment, and cloud resources as needed.
• Process & Collaboration
• Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
• Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
• Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.
• Contribute to continuous improvement efforts in support delivery processes and tooling.
• Other responsibilities as assigned.

Senior Cloud Support Engineer