Cloud Engineer

Cloudkeeper; Sector 10; On-site; INR 400,000 - 700,000; Full time

Job summary

Cloudkeeper is seeking a customer-focused Technical Support specialist to serve as the first point of contact for customers via email, chat, or phone. You will log and track tickets, analyze issues, and prioritize them for timely resolution.

You will work with AWS services, ITSM tools, and monitoring systems to prevent incidents, contribute to FAQs, and collaborate with internal teams to ensure high-quality service, including shifts in the evening or weekends.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2-5 years of experience in technical support or cloud operations roles.
• Basic knowledge of cloud computing concepts, especially AWS services (e.g., EC2, S3, RDS).
• Familiarity with ITSM tools and ticketing systems.
• Strong problem-solving skills and attention to detail.
• Excellent communication and customer service skills.
• Ability to work in dedicated shifts i.e. evening, night, or weekend schedules.
• Experience with monitoring tools and incident management processes is a plus.

Responsibilities

• Act as the first point of contact for customers via email, chat, or phone.
• Log, track, and manage tickets in the ticketing system.
• Analyze reported issues to identify nature and priority.
• Evaluate business impact and escalate where needed.
• Develop and enhance FAQs, troubleshooting guides, and knowledge base articles.
• Use monitoring tools to identify potential issues in customer cloud setups.
• Work closely with stakeholders to ensure effective communication and quick resolution.
• Participate in team meetings to review performance and suggest process improvements.
• Ensure all reported issues are addressed within agreed timelines, escalating unresolved matters as needed.

Skills

Customer support

Cloud operations

AWS basics

ITSM tools

Problem solving

Communication

Shift work

Education

Bachelor's degree in CS/IT

Tools

Ticketing system

Monitoring tools

Job description

Responsibilities

• Act as the first point of contact for customers, addressing queries via email, chat, or phone ensuring a positive customer experience from the outset.
• Log, track, and manage tickets in the ticketing system, ensuring proper documentation and traceability of support activities.
• Analyze reported issues to identify their nature and priority, categorizing them accurately to streamline resolution processes.
• Evaluate the business impact of reported issues and prioritize them according to urgency, escalating critical tickets to senior engineers or appropriate teams as necessary.
• Develop and enhance FAQs, troubleshooting guides, and knowledge base articles to empower team members and customers with self-help resources.
• Use monitoring tools to proactively identify potential issues, alerts, or unusual activities in customer cloud (AWS, GCP, Azure) setups related to cost optimization, taking preventive or corrective actions where possible.
• Work closely with internal and external stakeholders to ensure effective communication and quick resolution of technical issues.
• Participate in team meetings to review performance and suggest process improvements.
• Ensure all reported issues are addressed within agreed timelines, escalating unresolved matters in accordance with the incident management process.

Qualifications and Skills:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 2-5 years of experience in technical support or cloud operations roles.
• Basic knowledge of cloud computing concepts, especially AWS services (e.g., EC2, S3, RDS).
• Familiarity with ITSM tools and ticketing systems.
• Strong problem-solving skills and attention to detail.
• Excellent communication and customer service skills.
• Ability to work in dedicated shifts i.e. evening, night, or weekend schedules.
• Experience with monitoring tools and incident management processes is a plus.