Note: The job is a remote job and is open to candidates in USA. TPI Global Solutions is seeking a Senior Cloud Support Engineer to maintain multiple customer environments and manage case backlogs. The role involves crisis management, collaboration with cross-functional teams, and providing high-quality technical support to ensure customer satisfaction.
Responsibilities
- Maintain multiple customer environments
- Update and manage case backlog based on internal policies
- Identify, prioritize, and resolve high-priority incidents through effective crisis management
- Provide a customer-first experience while managing support cases via phone and email
- Collaborate effectively with cross-functional teams to ensure timely issue resolution
- Engage internal technical teams, architects, project managers, and account teams to troubleshoot and resolve complex issues
- Deliver technical solutions that achieve issue resolution or mitigation while maintaining high customer satisfaction
- Follow technical guidance and direction from senior engineers
- Support customer-facing activities and travel to customer sites when required
- Act as the technical escalation point for NOC, Level I, and Level II Engineers
- Contribute to and maintain technical knowledge base documentation
- Mentor and coach NOC, Level I, and Level II Engineers
- Deliver technical training sessions to support engineers
- Perform Escalation Manager responsibilities
- Review support cases, identify recurring trends, and drive long-term problem resolution
- Conduct technical reviews of customer environments transitioning from implementation to support
- Perform deep-dive technical troubleshooting and develop complete issue resolutions
- Analyze how multiple technologies interact to identify root causes and resolve complex issues
- Review and proactively manage high-priority customer environments to prevent critical incidents
- Serve as the final technical escalation point for the support organization
- Participate in on-call rotations and weekend support as required
- Perform customer onboarding and support critical customer accounts
- Participate in the interview process for prospective technical candidates
- Support AWS cloud environments; experience with Oracle Cloud Infrastructure (OCI) is a plus
- Develop and maintain automation solutions using Python, Terraform, and related automation tools
- Utilize HashiCorp and CyberArk solutions for infrastructure automation and privileged access management when applicable
Skills
- Maintain multiple customer environments
- Update and manage case backlog based on internal policies
- Identify, prioritize, and resolve high-priority incidents through effective crisis management
- Provide a customer-first experience while managing support cases via phone and email
- Collaborate effectively with cross-functional teams to ensure timely issue resolution
- Engage internal technical teams, architects, project managers, and account teams to troubleshoot and resolve complex issues
- Deliver technical solutions that achieve issue resolution or mitigation while maintaining high customer satisfaction
- Follow technical guidance and direction from senior engineers
- Support customer-facing activities and travel to customer sites when required
- Act as the technical escalation point for NOC, Level I, and Level II Engineers
- Contribute to and maintain technical knowledge base documentation
- Mentor and coach NOC, Level I, and Level II Engineers
- Deliver technical training sessions to support engineers
- Perform Escalation Manager responsibilities
- Review support cases, identify recurring trends, and drive long-term problem resolution
- Conduct technical reviews of customer environments transitioning from implementation to support
- Perform deep-dive technical troubleshooting and develop complete issue resolutions
- Analyze how multiple technologies interact to identify root causes and resolve complex issues
- Review and proactively manage high-priority customer environments to prevent critical incidents
- Serve as the final technical escalation point for the support organization
- Participate in on-call rotations and weekend support as required
- Perform customer onboarding and support critical customer accounts
- Participate in the interview process for prospective technical candidates
- Support AWS cloud environments
- Develop and maintain automation solutions using Python, Terraform, and related automation tools
- Utilize HashiCorp and CyberArk solutions for infrastructure automation and privileged access management when applicable
- Experience with Oracle Cloud Infrastructure (OCI) is a plus
Company Overview