Technical Problem Solver
hace 3 días
About Cloud Software Group
We are a leading cloud software provider serving over 100 million users worldwide. Our team is dedicated to creating innovative solutions that make a real impact on people's lives.
**Job Description:**
We're looking for an exceptional Technical Problem Solver to join our team as a Sr Escalation Engineer. As a key member of our engineering team, you will be responsible for resolving complex technical issues and providing top-notch customer service.
**Key Responsibilities:
* Identify and resolve sophisticated customer situations using effective communication planning and follow-through*
* Independently resolve technically complex, critically important, or politically hot customer issues*
* Collaborate with senior-level players in Engineering and Product Development to provide clear issue documentation and productive multi-functional relationships*
* Develop and review advanced technical training for internal and external audiences across multiple products or components*
* Participate in a 24x7 on-call rotation and contribute to projects as a collaborator or sub-team leader*
**Requirements:
* 5+ years of experience in Tech Support, including 2-3 years in an Escalation-level team collaborating with Engineering*
* Strong critical thinking and problem resolution skills*
* Excellent written and verbal communication skills to communicate with senior management*
* Practical understanding of the OSI model*
* Solid understanding of Linux operation system, load balancing, routing, switching, VLAN, firewall, VPN, common protocols (TCP/IP, NAT, DHCP, DNS), CCNA*
Preferred qualifications: CCNP, Certificate of MCSE or CCIE, AWS, Azure, and other Cloud solution providers, Shell, Python, or Perl Scripting languages, Firewall/DMZ configuration
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