Cloud Support Engineer II

Who We Are

Zadara is a leading provider of AI edge clouds, delivering a groundbreaking distributed cloud platform purpose-built for sovereign AI applications. Zadara platform powers advanced AI capabilities with the simplicity, agility, and flexibility of cloud computing while ensuring seamless multi-tenancy through fully automated, end-to-end provisioning of compute, storage, and networking resources. Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market.

Our Zadarian Culture

All Zadarians are finding their edge by living and breathing our core values; All Belonging, Accountable together, Exceptionally focused, Flexible, Trailbreaking, and Zealous.

We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work.

What Diversity, Equity & Inclusion Mean To Us

We believe in the power of Diversity, Equity, and Inclusion (DEI). Members of our distributed team come from different geographies and cultural backgrounds and we serve a diverse population. Our commitment to DEI helps us design better products and services, and serve our employees, customers, and partners. Our commitment to Diversity, Equity and Inclusion is critical to our vision and to our impact, and helps us boost our perspective, creativity, and growth.

The Cloud Support Engineer II plays a pivotal role in ensuring the seamless operation and optimal performance of our cloud-based products across diverse customer environments. As part of our 24x7 global support team, this Tier II role is responsible for actively monitoring and responding to system-generated alerts, serving as an escalation point for complex issues related to servers, networking equipment, and cloud infrastructure.Key responsibilities of this role include leading advanced diagnostics, conducting detailed log analysis, performing in-house testing, and opening engineering tickets when necessary to drive resolution. The engineer is expected to collaborate closely with cross-functional teams to troubleshoot and resolve challenging technical issues, drive effective incident management, to take ownership of escalations from the Tier I team and work toward identifying the root cause of issues.This customer-facing role demands a strong blend of analytical acumen, deep technical expertise, and empathetic communication skills to deliver exceptional customer experiences. The engineer will be working with customers from across the globe and is expected to maintain a professional, respectful attitude in every interaction, upholding our high standards of support, and a genuine care for solving customer problems thoroughly and efficiently.

Your day to day

• Build and maintain strong relationships with customers and partners.
• Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
• Provide quality technical guidance and training .
• Monitor cloud services and infrastructure to proactively identify and resolve potential issues before they impact customers.
• Service, analysis and resolution of tasks and support tickets
• Prioritize and manage several open tasks at one time. Respond to tickets with urgency and clarity, via phone, email, or remote access, according to SLAs.
• Provide high-level technical support, following tickets through to resolution.
• Offer expert technical support for cloud-based and on-premises storage solutions, including object storage and network configuration.
• Troubleshoot complex issues related to networking, Linux operating systems, and cloud computing environments.
• Own escalations from the Tier I team and drive detailed investigations to identify the root cause.
• Open engineering tickets when needed, supported by in-depth log analysis and results from internal testing.
• Collaborate with engineering and product teams as necessary to ensure resolution.
• Participate in creating high-quality Root Cause Analysis (RCA) reports for customers, with a strong understanding of the issue and the ability to clearly present the findings.
• This role includes on-call responsibilities, including weekends and public holidays, as part of a rotational schedule to support high-priority escalations and ensure continuous service availability.
• Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
• Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
• Document best practices, incident post-mortems, and troubleshooting runbooks, updating knowledge base.
• Contribute to continuous improvement efforts in support delivery processes and tooling.
  
  

Basic Qualifications

• 4 - 7 years experience in technical customer support.
• Outstanding communication skills, both written and verbal, with fluency in English.
• Excellent interpersonal and customer service skills including prior client-facing experience.
• Strong understanding of storage technologies (SAN, NAS, object storage) and networking principles.
• Proficient in cloud computing services (AWS, Azure, Google Cloud) with a focus on storage and networking solutions.
• In-depth knowledge of Linux OS, including system administration and troubleshooting.
• Excellent problem-solving skills and the ability to work under pressure.
• Effective time management skill working on multiple issues at once.
• Develop and maintain technical documentation, guides, and FAQs to assist customers and promote self-service troubleshooting.
• Ability to work with and successfully communicate with those who are technically proficient and with those with limited understanding of technical concepts.
• Understanding of ITIL V3 concepts, processes and functions.
  
  

Your education

• Bachelor's Degree in Computer Science, Engineering or related field.
  
  

Nice to have

• Experience with systems and technologies (VMware, KVM, Docker, Kubernetes)
• Solid experience with microservices (Docker, K8S)
• Solid experience in storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC, S3, Swift)
• Hands-on experience in Openstack (managing and troubleshooting)
• Solid experience with cloud services (AWS, Azure, GCP)
• Experience with configuration management systems (Ansible, Chef, Puppet)
• At least CCNA-level experience in Networking AdministrationL3 network equipment configuration (BGP, OSFP, etc.)
• Experience with ip tables in Linux and network-level ACLs
• Full-stack or backend developers are welcome.
  
  

Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. Our recruitment process may include the use of AI-powered search tools to proactively identify candidates based on job requirements.

Please review Zadara's Privacy Policy here

Please review Lever's Privacy Policy here