Cloud Native Support Engineer
About the Role:
We are looking for an experienced
Cloud Native Support Engineer to join our Engineering Department and deliver
world class support. You will report to the Cloud Native Support Engineering
Manager and work closely with our project management team. We are a small and
nimble team, responsible for supporting multiple critical, client facing,
systems. The support we provide are both application and infrastructure level
support. Our clients rely on our technical expertise, diagnostic and problem
solving skills to ensure their businesses are always online and available.
As a Cloud Support Engineer, you will
play a pivotal role in scaling our rapidly growing Cloud Native Support
Engineering team. Working closely with the CTO and Engineering Directors, you
will assist in driving several key initiatives: identifying process
improvements, reporting on key metrics, identifying gaps in our teams and
building a diverse and inclusive team.
You alongside the Cloud Native Support
Engineering team will apply advanced troubleshooting techniques to provide
unique solutions to our clients’ individual needs. You will not only support
our clients, but always play a vital role in supporting the internal operations
of the Deimos team. These will include account management, maintaining our
cloud accounts, improving our overall security posture and improving our
onboarding and offboarding processes.
When not working on support or
operational tasks, the members of the team will be contributing to the projects
they are supporting as Individual Contributors, following the guidance of the
engineering team who owns the project(s).
The role requires a hands-on
individual who is passionate about client support and a strong dedication to
learning new technologies.
What you will be doing:
Implement plans that drive projects
forward that improve support-related processes and our customers’ technical
support experience.
Resolve client and internal issues via
email, text and video conferencing.
Support a mix of internal and external
customers.
Apply advanced troubleshooting
techniques to provide unique solutions to our client’s individual needs.
Work closely with the Deimos Software
Engineering and Site Reliability teams to reproduce and resolve client issues.
Take the role of a TechOps engineer to
support internal facing requests.
Act as the first point of contact
regarding client incidents and outages. Drive customer communication during
critical events.
Leverage your extensive customer
support experience to provide feedback to internal teams on how to improve our
services.
Write tutorials, how-to videos, and
other technical articles for all Deimos engineers to utilise.
Maintaining good client relations.
Timely writing of postmortem and
incident reports.
Continually research and learn the
current and future best practices, technologies and architectures of Deimos.
Participate in regular rotations for
weekday and weekend on-call coverage, providing emergency support to our SLA
clients, or working with the team to coordinate incident communications.
Strive to automate daily tasks.
What you must have:
At least 2 years work experience as a
Cloud Support Engineer, Technical Support Engineer or similar role.
Hands-on experience with AWS,
Microsoft Azure and/or Google Cloud Platform.
Extensive experience networking,
analysing, troubleshooting, and providing solutions to difficult technical
issues.
Familiar with service desk and
incident management software.
Experienced in writing support
oriented content and documentation.
Adept in managing cases throughout the
entire support lifecycle from initial customer inquiry to triage and
reproduction, writing bug reports for hand off to the development team, and
case resolution.
Proven ability to communicate complex
technical concepts/topics to customers and coworkers of varying technical skill
levels.
A fundamental understanding of the
Linux and Microsoft operating systems.
Basic understanding of Cloud Computing
concepts.
What is nice to have:
Google Workspace Administrator
Certification
Coding and or scripting capabilities
Cloud computing associate or
professional certifications
Key Competencies
Required to Thrive in this Role:
Comfortable working as a remote
engineer.
Dedication, humility and the
willingness to learn from team members.
Ability to learn new technologies
quickly.
Excellent problem-solving and
communication skills.
Critical thinking.
Solid dependable team player.
Exceptional customer service skills.
You enjoy solving many small problems
per day.
About
you
With Deimos being one of the two moons
of Mars, we like to refer to ourselves as “Martians”, who are on a mission
together to Mars. For us to achieve our ambitious vision together as a team,
our Martians (team members) need to lead at all levels, be self-starters who
take initiative, and put their hands up for challenging tasks. A growth mindset
is important and we encourage all our Martians to openly share knowledge,
support and help each other, ask questions, get creative with new technologies
and learn from setbacks.
Becoming
a Martian means
Comfortably working and learning from
a fully remote, culturally diverse team based predominantly in South Africa and
Nigeria.
Being an open, honest and respectful
communicator.
That you enjoy asking questions,
identifying areas of improvement, and proposing solutions, no matter your job
title or whether you have been with us for a day, a month, or years!
That you are comfortable taking
initiative and operating independently.
That you thrive in a fast-paced
environment, where change is constant.
That you find it exciting to work with
various clients, from different industries, each with a different problem for
you and your team to solve.
Intentionally sharing tech and
industry trends that excite you with your peers.
Seeking continuous feedback and
actively taking steps to continuously grow personally and professionally.
How to Apply