We are seeking a highly skilled and motivated Senior Cloud Support Engineer with over five years of hands-on experience supporting cloud-based infrastructure and services. In this role, you will act as a key escalation point and play a critical role in ensuring the performance, reliability, and availability of our cloud solutions across diverse environments. You will work closely with engineering, operations, and customer teams to resolve complex technical issues and contribute to continuous improvements in system stability and support processes.
This is a client-facing, technically demanding position that requires strong analytical thinking, effective communication skills, and a proactive, customer-centric mindset. The role includes on-call responsibilities as part of a rotational schedule, including weekends and public holidays, to support high-priority escalations and maintain continuous service availability.
If you thrive in fast-paced environments and are passionate about delivering top-tier support for mission-critical systems, this opportunity offers both challenge and impact.
Your day to day:
Build and maintain strong relationships with customers.
Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
Provide quality technical guidance and training.
Troubleshoot, design and deploy advanced L2 and L3 Networks.
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, according to SLAs.
Provide high-level technical support, following tickets through to resolution.
Escalate tickets to the next level providing clear incident details.
Participate in Active On-Call rotational schedule, average one weekend per month, to support high-priority escalations and ensure continuous service availability.
In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday.
Configure servers, networking equipment, and cloud resources as needed.
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.
Customer Experience
Customer Support & Troubleshooting
Process & Collaboration
Other responsibilities as assigned.
What you bring :
- 5+ years experience in administration, configuration, and tuning of Linux systems (Ubuntu/Debian and/or CentOS/RHEL), and Virtualization/cloud environments (AWS/GCP/Azure/VMware/Openstack).
- Strong troubleshooting, diagnostic, and problem-solving skills.
- Solid understanding and experience in network design, CCNA level or equivalent and configuration of network devices (switches, firewalls, routers).
- Solid experience with storage systems (SAN/NAS/Object).
- Scripting experience (Bash, Python, etc.)
- Excellent written and verbal communication skills, including experience working directly with customers in the areas of support.
Your education:
- Bachelor's degree in Information Technology, Computer Science, or a related field required; Master's degree or higher is a plus.
Benefits:
- Paid time off
- Medical, Dental, Vision insurance
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSAs)
- 401(k) plan with matching
- Basic life and AD&D
Skills Required
- 5+ years experience in Linux systems administration and cloud environments
- Strong troubleshooting, diagnostic, and problem-solving skills
- Understanding of network design and configuration of network devices
- Experience with storage systems (SAN,NAS,Object)
- Scripting experience (Bash, Python)
- Bachelor's Degree in Information Technology or Computer Science
What We Do
Zadara is one of tech's fastest growing companies according to Deloitte. We are looking for authentic, driven, customer obsessed individuals to join our thriving global team. Since 2011, Zadara has been a disruptor in the technology space, pioneering the first storage-as-a-service technology solutions. Today, Zadara’s Cloud Services platform brings award-winning infrastructure technology, including compute, storage, and networking, to where customers need it most. Zadara is designed for any workload and data type, available on-premises, hybrid, multi-cloud and at the edge. With patented storage and compute technology, Zadara offers the most flexible and resilient infrastructure for service providers and enterprises. Zadara’s global partner network has doubled in the past year to include more than 300 points of presence globally, with the goal of 1000. We are supported by best-in-class service providers and partners, including Cyxtera, Sandz, Viatel, CenturyLink, Equinix, NTT, Rakuten, Verizon, K3 Starcom, Softcat and Veeam. At Zadara you will be surrounded by a group of intelligent, open-minded, critical thinkers with diverse backgrounds who are committed to learning and development at every level. Join our growing diverse team and help us achieve 1000 cloud locations.
