Senior Cloud Support Engineer: Escalation & Customer Success

Compunnel, Inc.; Atlanta (GA); On-site; USD 90,000 - 110,000; Full time

Job summary

RapidScale, a leading cloud computing company, is seeking a skilled Support Engineer to maintain multiple customer environments and provide exceptional support across phones and email.

The role involves crisis management, escalation to senior engineers, knowledge base contributions, onboarding new customers, and mentoring NOC staff. Travel to customer sites and weekend on-call shifts are part of the responsibilities.

Responsibilities

• Maintain multiple customer environments.
• Work 40+ hours a week.
• Update and Manage case backlog based on internal policies.
• Crisis Management - Identify any high priority issues and resolve them.
• Provide a Customer-First experience while utilizing phones and email to manage cases.
• Work cohesively with team as well as all divisions of company. Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to listen to, accept, and follow direction from more senior engineers.
• Flexibility to be customer facing and travel to customer sites.
• Act as technical escalation for NOC, Level I & II Engineers.
• Contribute to technical knowledge base.
• Coach / Mentor NOC, Level I & II Engineers.
• Deliver trainings to NOC, Level I & II Engineers.
• Perform Escalation Manager duties.
• Review cases, identify trends, and drive problem resolutions.
• Perform technical review of environments transitioning from implementation team to support team.
• Deep dive technical problems and create full resolutions to issues.
• Understand how technologies work together to see bigger picture of issues.
• Review and manage top tier customer environments to prevent major issues.
• Act as final escalation point for support team.
• Be available for on-call & weekend shifts.
• Perform Customer Onboarding & Critical Account roles and responsibilities.
• Participate in interviewing potential new hires.

Job description

RapidScale, a leading cloud computing company, is seeking a skilled Support Engineer to maintain multiple customer environments and provide exceptional support across phones and email.

The role involves crisis management, escalation to senior engineers, knowledge base contributions, onboarding new customers, and mentoring NOC staff. Travel to customer sites and weekend on-call shifts are part of the responsibilities.