Note: The job is a remote job and is open to candidates in USA. Motion Recruitment is seeking an experienced Senior Cloud Support Engineer to join a fast-paced Cloud Operations team supporting enterprise customers. This role serves as the highest level of technical escalation within the support organization and is responsible for resolving complex infrastructure issues, mentoring junior engineers, and ensuring exceptional customer satisfaction.
Responsibilities
- Provide advanced technical support for multiple enterprise customer environments
- Serve as the final escalation point for complex infrastructure, virtualization, and cloud-related incidents
- Manage and prioritize support cases while ensuring adherence to established SLAs
- Lead troubleshooting efforts for critical production issues and drive timely resolution
- Perform root cause analysis and implement permanent corrective actions
- Collaborate with cross-functional teams including Engineering, Architecture, Project Management, and Account Management
- Deliver exceptional customer service through phone, email, and remote support
- Review customer environments proactively to identify risks and recommend improvements
- Support customer onboarding activities and perform technical environment reviews during transition from implementation to operations
- Maintain technical documentation and contribute to the internal knowledge base
- Monitor support trends, identify recurring issues, and recommend long-term solutions
- Mentor, coach, and provide technical guidance to NOC, Level I, and Level II Support Engineers
- Conduct technical training sessions and knowledge-sharing initiatives
- Participate in customer-facing meetings and travel to customer locations when required
- Perform Escalation Manager responsibilities during major incidents
- Participate in an on-call rotation, including evenings and weekends, to support critical customer environments
- Assist with technical interviews and onboarding of new engineering team members
Skills
- Strong experience supporting enterprise cloud infrastructure and managed services environment
- Experience troubleshooting Windows and/or Linux server environment
- Knowledge of virtualization technologies such as VMware, Hyper-V, or Citrix
- Experience supporting Infrastructure as a Service (IaaS), Disaster Recovery (DR), and virtualized environments
- Strong networking knowledge including TCP/IP, DNS, DHCP, VPN, firewalls, routing, and switching
- Experience with enterprise storage and backup technologies
- Excellent analytical and troubleshooting skills
- Strong customer service, communication, and documentation abilities
- Ability to manage multiple priorities in a fast-paced production environment
- Experience working within ITIL-based incident, problem, and change management processes
- Ability to work independently while collaborating effectively with cross-functional teams
- Experience supporting enterprise cloud platforms such as VMware Cloud, Microsoft Azure, or AWS
- Experience with virtualization technologies including VMware vSphere, Horizon, Citrix, or Hyper-V
- Familiarity with enterprise monitoring and ticketing tools
- Knowledge of disaster recovery, backup, and business continuity solutions
- Microsoft, VMware, AWS, Azure, or Citrix certifications are a plus
- Prior experience mentoring technical teams or serving as a technical lead
Company Overview
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