Staff Cloud Support Engineer Contractor provides critical support to ensure the health, performance, and availability of Zadara’s products by proactively monitoring and responding to system-generated alerts.The Contractor serves as a subject matter expert, leading troubleshooting of complex issues across our products, underlying infrastructure, and technologies. The contractor ensures all incidents are logged, tracked, and resolved in line with Zadara’s service level agreements and operational best practices. The contractor works closely with the infrastructure, networking, and DevOps teams to drive continuous improvements in monitoring systems, improve alert accuracy, and maintain overall system reliability.Scope of WorkKnowledge Sharing
Act as a mentor and coach, fostering technical growth through training, peer reviews, and shared learning opportunities.Conduct live training sessions and lead in-depth troubleshooting discussions.Create and maintain clear, comprehensive documentation.Provide guidance and knowledge-sharing to support the company’s employee and contractor teams, enhancing the overall operational capabilities.Customer Experience & Support Excellence
Build and sustain trusted, long-term customer partnerships by deeply understanding their needs, driving their success, and consistently providing a reliable, positive support experience.Provide expert-level support and troubleshooting for complex issues related to our products and underlying technologies.Deliver timely, precise, and insightful feedback to customers, demonstrating deep expertise and ensuring clear guidance and confidence in the resolution process.Prioritize and manage several open issues at one time, following through to resolution.Participate in rotational standby on-call on weekends and holidays to support high-priority escalations and ensure continuous service availability.On-Prem
Execute support and operations tasks for on-premises and cloud deployment.Troubleshoot, design and deploy advanced L2 and L3 networks.Configure servers, networking equipment, and cloud resources.Perform operational tasks as needed, including SW/HW installations, upgrades, and more.Collaboration & Continuous Improvement
Create and maintain product training programs, certification courses, and comprehensive documentation for both internal teams and customers.Develop materials that enhance product knowledge, support skill development, and ensure consistent understanding across the organization and customer base.Document processes and maintain the knowledge base, reviewing quality of documentation by other team members.Create and integrate tools for internal and/or external consumption.Collaborate with the engineering team on complex issues by performing deep log analysis, thorough testing, and detailed investigations, documenting findings and lessons learned to improve products, processes, and knowledge.Knowledge & Expertise
Stay current with product features, enhancements, and emerging technologies.Act as the go-to expert for complex technical challenges, demonstrating advanced problem-solving and leadership.Additional Support
Support strategic initiatives and other projects as assigned.What You Bring10+ years of experience and expertise in at least one of the following areas:
Cloud computing architecture and services (AWS, Azure, GCP) and/or virtualization systems (VMware, KVM, OpenStack).Storage systems, including internal architecture (NAS, block storage, object storage).Network design, troubleshooting, and equipment configuration (L2 and L3) with at least a CCNA level of network administration.Administration, configuration, and tuning of Linux or Windows systems.Microservices and orchestration (Docker, Kubernetes).Backup solutions (bonus).CSI driver, SNMP, and Active Directory/LDAP configurations.Configuration management systems (Ansible, Chef, Puppet).Scripting (Python, Bash, etc.).Excellent communication skills, prior client-facing experience, and a strong team player mindset.Your EducationBachelor’s Degree in Information Technology or Computer Science.Nice to HavesFamiliarity with Kubernetes and container orchestration concepts.Knowledge of ITIL processes and structured incident/problem/change management workflows.Certifications such as RHCE, AWS Solutions Architect, CCNP, or VMware VCP.Previous experience in a customer-facing technical support or site reliability engineering role.Seniority LevelMid-Senior levelEmployment TypeFull-timeJob FunctionInformation TechnologyIndustryIT Services and IT Consulting
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