Role Overview and Objectives

Support Engineer, Senior is responsible for providing quality and professional support for CloudBlue products, helping customers from all over the world 24 hours a day, 7 days a week by email and over the phone. In this role you will answer how-to questions, recommend best practices, diagnose and troubleshoot problems related to CloudBlue products. As Senior Support Engineer you will handle complicated support cases and assist your colleagues with technical and process related questions.

 

Role Responsibilities

  • Provide support to customers globally via email and over the phone
  • Answer how-to questions and recommend best practices related to CloudBlue products functionality and configuration
  • Investigate technical issues reported by customers, troubleshoot and identify solution and root cause
  • Investigate complicated technical issues and work on escalated and urgent support requests when necessary
  • Assist colleagues with technical and process related questions
  • Ensure that problems are solved by applying correct procedures and documentation
  • Follow standard procedures for handover or escalation of unresolved issues to appropriate teams
  • Manage own time and workload, provide prompt and accurate feedback and status updates to customers according to SLA
  • Ensure proper recording and status update/closure of all processed tickets in the request tracker
  • Document investigation steps and applied solutions in form of tech notes and knowledge base articles
  • Meet and exceed defined standards and measures for quality and customer satisfaction requirements
  • Maintain up to date knowledge about CloudBlue products, related products and technologies and support processes by attending training and self-study
  • Work together with other members of support team, provide feedback, coaching, on-the-job training for colleagues with less experience as requested by Team Lead

 

Qualifications

  • Linux & Windows Server Operating Systems
  • Networking concepts and protocols: TCP IP, UDP, DHCP, netmask, subnet, routing, firewall, NAT, VLAN
  • Web hosting technologies and protocols: web, email, DNS, HTTP, FTP, SMTP, POP3, IMAP
  • Standards, protocols and data formats used for APIs and systems integration: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML
  • Security concepts and protocols: encryption, public-key cryptography, SSL/TLS
  • Web servers: Apache, IIS · Email servers: Qmail, Postfix, Microsoft Exchange · Microsoft Active Directory
  • DNS servers: Bind, PowerDNS
  • Relational database management systems: PostgreSQL, MS SQL, MySQL
  • SQL: data types, indexes, foreign keys, analysing and composing queries
  • Debugging tools: strace, tcpdump, Wireshark, browser debugger
  • Basic knowledge of HTML, CSS, JavaScript
  • Basic knowledge of scripting/programming languages: Bash, PowerShell, Python, PHP
  • Cloud services platforms: Azure, AWS, Google Cloud
  • Office 365
  • Virtualization software: Virtuozzo, Hyper-V, VMWare
  • Plesk web hosting control panel

 

Skills

  • Fluent written and spoken English
  • Good verbal and written communication
  • Logical and analytical thinking
  • Strong troubleshooting and problem solving
  • Accuracy and attention to details
  • Desire to learn and ability to learn fast
  • Time management and ability to deliver on deadlines
  • Ability to work both independently and cooperatively with others
  • Excellent customer service skills
  • Troubleshooting performance problems
  • Training/coaching skills