Cloud Engineer I

11:11 is looking for a Cloud Engineer I to support and guarantee a positive post-implementation experience for all 11:11 customers. This position is responsible for the optimization, implementation, and maintenance of our organization’s cloud-based systems. The Cloud Engineer I will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Manager of Service Operations.

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What You’ll Do:

• Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.
• Deliver support services (via chat, phone and email) to meet 11:11 Systems’ Service Level commitments to customers.
• Manage the ticketing system intake queue to provide rapid response to new tickets entering the system
• Participation in an on-call after hours rotation.
• Provide accurate, professional responses to customer queries and concerns and escalate as necessary within support (L2/L3), to ensure customer satisfaction.
• Practice extreme ownership of incident ticket(s) within area of responsibility
• Follow 11:11 Systems best practices for service management.
• Deliver superior customer service while maintaining professional relationships.
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
• Additional duties as assigned

Candidates Also Search: Remote Software/ IT jobs

Who You Are & What You’ll Bring:

• High school diploma and 1+ years recent experience as a technical, hands-on, external customer facing support engineer with active listening skills.
• Solid understanding of and experience with virtualization technologies, such as VMware, OpenStack, AWS, etc.
• Excellent investigative skills and written and verbal communication skills to effectively and efficiently document client issues.
• High energy, positive attitude with a desire for technical and professional growth.
• Detail and goal-oriented with demonstrated technical knowledge and consultative skills
• Ability to pursue positive outcomes for assigned tasks independently while managing multiple issues simultaneously
• Strong time management and decision-making skills in conjunction with adaptability and accountability for both.
• Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS.
• Must be legally eligible to work in assigned without visa sponsorship