Senior Cloud & Network Support Engineer (Remote)

Jobgether; United States; Remote; USD 73,000 - 140,000; Full time

Benefits offered by this job

Remote US-wide position

Professional development

Competitive salary

Performance bonus

Comprehensive benefits

Job summary

Jobgether is seeking an experienced Tier 3 Technical Support engineer to own complex escalations in cloud, networking, and connected devices. You will collaborate with global engineering teams to investigate, document, and remediate defects while maintaining strong customer focus.

In this role, you will mentor junior engineers, develop clear troubleshooting guides, and drive improvements to support processes and documentation.

Qualifications

• At least five years of experience in technical support, Tier 3 or escalation management.
• Bachelor's or master's degree in Electrical Engineering, Computer Science, or related field.

Responsibilities

• Resolve complex technical escalations for Tier 3 support involving cloud platforms, networking, and managed services.
• Lead advanced troubleshooting of software, connectivity, and network performance issues.
• Drive product defect resolution by documenting and escalating customer-impacting defects with engineering.
• Manage critical customer incidents with clear communications and resource coordination.
• Collaborate across technical teams to resolve challenging issues and share expertise.
• Mentor frontline support engineers with technical guidance and knowledge transfer.
• Develop and maintain technical documentation and knowledge base materials.
• Represent customer perspective to stakeholders to influence product improvements.
• Use data and performance insights to explain issues and drive improvements.
• Maintain technical expertise with quarterly training and current product releases.
• Support cloud-connected solutions ensuring reliable integration across environments.
• Contribute to continuous improvement of workflows and support quality.

Skills

Cloud platforms

Networking

Wi-Fi networking

TCP/IP

REST APIs

Linux scripting

Root-cause analysis

Escalation management

Customer-focused support

Communication

Education

Bachelor's or Master's in Electrical Engineering or Computer Science

Tools

Linux

Python

Bash

Job description

Jobgether is seeking an experienced Tier 3 Technical Support engineer to own complex escalations in cloud, networking, and connected devices. You will collaborate with global engineering teams to investigate, document, and remediate defects while maintaining strong customer focus.

In this role, you will mentor junior engineers, develop clear troubleshooting guides, and drive improvements to support processes and documentation.