cPacket Search

Cloud Technical Support Engineer

Job Description

Job Description

  • cPacket is a small but growing company with dog friendly offices in Milpitas, California, and Portland, Oregon. We are looking to add to our customer technical support team with an individual that can be our technical support lead on our cloud products as well as a contributor in supporting our non-cloud products. This individual has multiple years of experience working in one of three cloud providers (Azure, AWS, or GCP), is able to communicate technical information clearly to our customers, enjoys getting their hands dirty while troubleshooting issues, and enjoys giving a helping hand to others. We are looking for someone on the East coast of the US to have more overlap with European time zones. This position is remote with travel requirements.
  • Our technology enables IT through network-aware application performance and security assurance across the distributed hybrid environment. Our AIOps-ready single-pane-of-glass analytics provide the deep network visibility required for today’s complex IT environments. With cPacket, you can efficiently manage, secure, and future-proof your network – enabling digital transformation. cPacket solutions are fully reliable, tightly integrated, and consistently simple. cPacket enables organizations around the world to keep their business running. Our cutting-edge technology enables network, application, and security teams to proactively identify issues before negatively impacting the business. The result: increased security, reduced complexity, and increased operational efficiency.

Requirements

  • Be the technical lead for cloud product technical support issues raised by our customer by responding to and handling customer technical support cases through phone, email, and screen sharing services (Zoom, GoToMeeting, WebEx, etc.) as well as contribute to non-cloud support cases.
  • Resolve technical issues through diligent research, reproduction, and troubleshooting
  • Document customer interactions and all activity related to the issue resolution process using our ticketing system
  • Manage your ticket flow, escalations, SLAs and workload
  • Replicate product bugs and provide pertinent information to Engineering
  • Commitment to maintaining professional interactions in all communication— written and verbal
  • Updating our support portal’s knowledge base
  • Work closely with the cloud engineering team and sales engineers during customer evaluations of our cloud products
  • Some travel

Qualifications

  • At minimum a BA/BS degree Computer science or related field
  • Proficient with the English language and the ability to communicate clearly (reading, writing, listening, speaking).
  • At least 2 years of experience in a tier2/3 technical support role
  • Prior working experience in one of three Cloud Providers (Azure, AWS, or GCP) which includes…
    • Networking
    • VPC and/or VNET communication (UDRs, VNET peering, TGW)
    • Network/Gateway load balancers
    • Auto scaling groups
    • Infrastructure as Code Tools including…
      • Teraform
      • Azure Bicep
  • Experience with automation and configuration management tools including AWS and Azure CLI, or Ansible, Python, PowerShell and Bash scripting
  • Experience with Continuous Integration/Continuous Delivery models
  • Advanced experience with Operating System and Networking Core concepts
  • Solid fundamentals in Linux, networking, and Diagnostics and familiarity with the Linux command line and monitoring tools
  • Excellent written and verbal communication skills in English
  • Patience and empathy and a genuine desire to help people
  • Ability to think on your feet, remain calm under pressure, and solve problems in real-time

Benefits

  • Medical, Dental & Vision Plan Coverage
  • Life Insurance, AD&D, STD & LTD
  • Flex Spending Accounts
  • Employee Assistance Programs
  • PTO & Paid holidays
  • 401k Plan
  • Fully Stocked Break Rooms
  • Catered lunches daily
  • Flexible hours
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