***Applicants should be available and willing to work on-site

Position Overview:

The Cloud Support Engineer is responsible for providing technical support to customers of the world’s top cloud computing provider, specifically for its cloud products and services. The ideal candidate will have a strong understanding of cloud Infrastructure and Platform concepts and an understanding of cloud computing principles and providers’ offerings, as well as excellent customer service skills. The role will also require the ability to work closely with Product Engineers, SMEs, and Managers as part of a global team. The Cloud Support Engineer at TELUS Digital El Salvador will provide technical assistance and support over multi-platform communications based on client requirements as part of a global 24x7 support organization.

Key responsibilities:

• Provide technical support to customers on Google Cloud Storage, Database, Serverless solutions, and Networking.

• Troubleshoot and resolve customer issues, including the development and improvement of platforms.

• Provide guidance and recommendations to customers on how to best use cloud networking, Storage, and Serverless platforms.

• Work with other members of the support team to maintain our world-class quality and efficiency of TELUS Digital El Salvador support services. 

• Stay up-to-date on the latest cloud networking launches, changes, and deprecations of services and features

Core Competencies:

• Managing self-development

• Embracing technology

• Focusing on customers

• Giving support

Functional competencies:

• Strong understanding of Linux system & Windows server administration 

• Strong knowledge of networking (NAT, DNS, firewalls, routing, load balancing, etc.) 

• Strong understanding of cloud storage concepts, including object storage, data lakes, and database storage as well as network troubleshooting tools (ping, netstat, traceroute/tracert/mtr, dig, route, package analyzer like TCPDump, etc) 

• Notion of DevOps practices, continuous integration, and continuous deployment (CI/CD).

• Understanding and identifying issues from reading product logs (cloud logging and monitoring)

• Resourcefulness and strong research/problem-solving skills 

• Immediate availability 

• Excellent customer service skills

• Decision Making and Troubleshooting

Qualifications:

• Bachelor in Computer Science or Information Systems degree, or equivalent work experience.

• Familiarity with Google Cloud Platform, VPN and Virtual Private Clouds. at least one cloud storage service (Amazon S3, Azure Blob Storage, or Google Cloud Storage). 

• Familiarity with Bash Scripting 

• Familiarity with web and mail protocols (HTTP, TLS, SMTP, etc.) 

• Familiarity with modern API technologies (OAuth, HTTP RPCs, REST) 

• Familiarity with programming languages, such as Python, Java, or similar 

• At least one relevant Certification: Cisco Certified Network Associate (CCNA), Google Professional Cloud Network Engineer, Professional Cloud Architect, Associate Cloud Engineer, AWS Certified Advanced Networking, Professional Cloud Network Engineer or Azure Network Engineer Associate is strongly desired. 

• Familiarity with Infrastructure as a code. 

• Experience with virtual machines (Google Compute Engine, VMware, Amazon EC2, etc.)