Cloud Support Engineer

Job Summary
Zadara is seeking a Senior Cloud Support Engineer with 5+ years of hands-on experience in cloud infrastructure, Linux systems, virtualization, and networking. You will serve as a key escalation point for complex technical issues, ensuring the performance, reliability, and availability of cloud solutions across diverse environments. This client-facing, technically demanding role requires strong analytical skills, proactive problem-solving, and excellent communication to maintain exceptional customer satisfaction.

Key Responsibilities

Customer Experience & Support

• Build and maintain strong customer relationships, ensuring a customer-first approach.

• Troubleshoot, design, and deploy advanced L2/L3 network solutions.

• Respond to support tickets with urgency and clarity, escalating issues when necessary.

• Provide guidance, training, and high-level technical support to customers.

• Participate in on-call rotational support, including weekends and holidays.

Process & Collaboration

• Configure servers, networking equipment, and cloud resources as needed.

• Work with management, engineering teams, and third-party vendors to identify recurring problems and implement long-term solutions.

• Contribute to the support knowledge base, creating comprehensive documentation, runbooks, and post-mortems.

• Drive continuous improvement initiatives in support processes and tooling.

Required Qualifications

• 5+ years of experience in Linux administration (Ubuntu/Debian, CentOS/RHEL) and virtualization/cloud platforms (AWS, GCP, Azure, VMware, OpenStack).

• Strong troubleshooting, diagnostic, and problem-solving skills.

• Solid understanding of network design (CCNA level or equivalent) and configuration of switches, routers, and firewalls.

• Experience with storage systems (SAN, NAS, Object storage).

• Scripting proficiency in Bash, Python, or similar languages.

• Excellent verbal and written communication skills, with experience interacting directly with customers.

• Bachelor’s degree in IT, Computer Science, or related field.

Preferred Qualifications

• Familiarity with Kubernetes and container orchestration.

• Knowledge of ITIL processes, including structured incident, problem, and change management.

• Relevant certifications such as RHCE, AWS Solutions Architect, CCNP, or VMware VCP.

• Previous experience in customer-facing technical support or site reliability engineering (SRE).

Benefits & Compensation

• Competitive salary: $120,000 – $130,000/year.

• Paid time off and flexible schedules.

• Medical, dental, and vision coverage.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).

• 401(k) plan with company match.

• Basic life and AD&D insurance.