Cloud Support Engineer - Backup & Disaster Recovery

Cloud Support Engineer - Backup & Disaster Recovery

The Opportunity:

We are seeking a highly motivated Cloud Support Engineer (Technical Support Specialist - Tier 2) to join our team. The ideal candidate has strong expertise in cloud platforms, backups, and disaster recovery methodologies, and thrives in a fast-paced environment solving complex technical issues.

This individual will serve as a subject matter expert for the Clumio platform and its data protection offerings across multi-cloud environments (AWS, GCP, Azure), with a solid understanding of computing, security, storage, and database concepts.

You will work closely with Premier and Enterprise customers to help them adopt and optimize the platform, while collaborating with cross-functional teams to drive issue resolution and product improvements.

What you'll do...

• Respond to Customer requests via phone, chat, and ticketing systems in a fast-paced support environment.
• Build strong relationships with Premier and Enterprise customers, gaining deep knowledge of their environments.
• Troubleshoot and reproduce complex issues, collaborating with engineering and product teams to drive resolution to closure with strong ownership.
• Participate in routine health check meetings with Enterprise customers.
• Develop and maintain documentation and knowledge base articles across various technologies.
• Provide product feedback to engineering and product teams based on recurring customer pain points and feature requests.
• Educate customers on best practices and effective use of the platform.

Who you are?

• 3-5 years of strong experience with Cloud platforms (AWS, GCP, Azure) and well versed in IAM concepts, computing, storage and databases in those platforms.
• 1-2 years of experience in Backup and Disaster Recovery methodologies.
• Working knowledge of Terraform or other Infrastructure-as-Code tools.
• Required to have any Cloud Associate-level certifications (AWS, GCP).
• Strong analytical, troubleshooting, and communication skills.
• Ability to work during US East and EMEA hours.

Preferred Qualifications

• Experience working in enterprise support or customer-facing technical roles within cloud or data protection domains with the ability to act as a trusted technical advisor to those customers, aligning platform capabilities with customer business objectives.
• Experience leading technical discussions, troubleshooting, and post-incident reviews.
• Exposure in Technical Account Management (TAM) and/or Professional Services responsibilities such as onboarding, implementation guidance, architecture reviews, and best-practice recommendations, such as conducting regular health checks, capacity planning discussions, and proactive risk assessments.
• Familiarity with automation and scripting to improve operational efficiency and customer outcomes.

You'll love working here because...

• Collaborate with amazing, driven, and supportive team members.
• Enjoy continuous professional growth through product training, development programs, and clear career pathways.
• Work on high-impact, large-scale cloud data protection systems used by global enterprises.
• Thrive in an inclusive, open culture with opportunities to connect through our Community Guilds.
• If you are passionate about cloud technologies, problem-solving, and delivering world-class customer support, we would love to hear from you!

Ready to #makeyourmark at Commvault? Apply now!