Cloud Support Engineer (USA Remote)

At Gurobi Optimization, we're on a mission! 

A mission that focuses on mathematical optimization. We empower our customers to expand their use of mathematical optimization technology in order to make smarter decisions and solve some of the world's toughest and most impactful business problems. We're looking for passionate, dedicated, innovative game-changers to join our team and drive the future of Gurobi.

As a Cloud Support Engineer at Gurobi Optimization, you will be part of the Gurobi Experts, Technical Advisory, and Support team. In this role, you'll be a crucial link between Gurobi and our global customer base. You'll address technical inquiries, offer phone support, and assist with product installation, licensing, and architecture setup, all while troubleshooting issues related to our Cloud and Compute Server products.

Your work will extend beyond support, as you'll contribute to enhancing the user experience, develop technical resources. If desired, you also get the chance to showcase our product's features through presentations at technical conferences and webinars.

Collaboration is vital, and you'll work closely with a highly skilled team, actively participating in knowledge-sharing sessions, team meetings, and discussions to foster a culture of continuous learning.

What will you be doing?

• Address technical support inquiries from a global customer base primarily through an online ticketing system. 
• Provide phone support for customer queries. 
• Assist customers with product installation, licensing, architecture setup, and troubleshooting issues related to our cloud and compute server products. 
• Support various customer-facing online services, focusing on incident resolution, efficiency improvements, and enhancing the user experience. 
• Develop technical articles and documentation for the Gurobi website to serve as valuable resources for our users. 
• Showcase new product features and capabilities by presenting at technical conferences and webinars and engaging with product users during these events. 
• Collaborate closely with a highly skilled team on projects spanning multiple domains and areas of expertise. 
• Actively participate in knowledge-sharing sessions, team meetings, and discussions to contribute to the team's collective expertise. 

What experience and qualifications should you have?

• Bachelor's degree in Computer Science or equivalent discipline.
• Master's degree in Computer Science or equivalent discipline/experience.
• Proficient in both written and verbal English. 
• Proficiency in high-level programming languages like Python, Java, or C++.

What skills and abilities should you have?

• Expertise in system administration.
• Strong commitment to continuous learning.
• Effective written and verbal communication abilities.
• Ambitious and eager to work in the tech industry and gain product knowledge.
• Preferably, knowledge of mathematical optimization. 
• Familiarity with cloud computing platforms such as Amazon AWS and Microsoft Azure is essential for Cloud Support Engineers because these platforms often form the basis of modern cloud-native infrastructure. 
• Cloud Support Engineers must understand how to provision and manage resources on these platforms, leverage their services (e.g., virtual machines, container services, databases), and optimize costs. 
• Knowledge of cloud security, networking, and best practices is also vital for ensuring a secure and performant platform. 
• Proficient in container technologies like Docker and Kubernetes.
• Experienced in databases, particularly MongoDB.
• Familiar with HTTP and REST APIs.
• Skilled in web-based system network security. 

What other requirements should you have?

• Excellent communication skills to convey technical information clearly to both technical and non-technical stakeholders. 
• A commitment to staying updated with the latest cloud technologies, DevOps practices, and infrastructure trends to effectively adapt and implement new solutions. 
• Strong problem-solving skills and the ability to diagnose and resolve complex issues in a timely manner. 
• Demonstrated ability to work autonomously and effectively manage tasks and projects without constant supervision. 
• Consistently meeting commitments, deadlines, and responsibilities, demonstratinghigh trustworthiness and dependability. 

Your Alignment with our Gurobi Core Values:

• Customer Focus: Verbal & written communication skills that bring clarity and build trust.
• Power of the Team: Motivated with a team-oriented mindset that aims to both inspire and be inspired by others. 
• Innovation: The courage to bring ideas forward and see yourself as an integral part of our global team.
• Dedication: Organized and agile, focusing on meeting professional objectives while promoting a healthy work/life balance.
• Integrity: Promise to uphold honesty as your compass and conduct all business practices with an ethical mindset and fiscal responsibility.