Sr. Cloud Support Engineer

• Be the primary point of contact for technical support and escalation cases.
• Regularly communicate status updates to Customers.
• Be intuitive and inventive to troubleshoot issues and find workarounds for customers.
• Work collaboratively with peers, customers, Sales, Customer Experience, and others.
• Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS.
• Be a self-starter with the ability to multi-task in a high-pressure, fast-paced, fast growth environment.
• Write technical notes, application notes, case studies, knowledge base articles, and solutions for the Support Portal.
• Comply with published response targets associated with customer support cases.
• Regularly communicate with customers via video conference and telephone.

• 5+ years of experience in supporting large enterprise customers.
• Strong TCP/IP knowledge.
• Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN's, SSO.
• Familiarity with DLP and Encryption gateways.
• Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable).
• Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.).
• Familiarity with cloud apps and services.
• Strong empathy for customers AND passion for revenue and growth.
• Excellent Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies.
• Prior experience working with Salesforce ServiceCloud or other support portal tools
• May be required to have a flexible schedule that includes some weekend days.
• Must be able to obtain a security clearance.
• Available for after-hours on-call support as needed.

• Bachelor's degree preferred

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