Staff Cloud Support Engineer

Who We Are

Zadara’s Cloud Services platform brings award-winning infrastructure technology, including compute, storage, and networking, to where customers need it most". Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market.

Our Zadarian Culture

All Zadarians are finding their edge by living and breathing our core values; All Belonging, Accountable together, Exceptionally focused, Flexible, Trailbreaking, and Zealous.

We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work.

What Diversity, Equity & Inclusion Mean to Us

We believe in the power of Diversity, Equity, and Inclusion (DEI). Members of our distributed team come from different geographies and cultural backgrounds and we serve a diverse population. Our commitment to DEI helps us design better products and services, and serve our employees, customers, and partners. Our commitment to Diversity, Equity and Inclusion is critical to our vision and to our impact, and helps us boost our perspective, creativity, and growth.

Role

As a Staff Cloud Support Engineer, you will provide expert-level support and troubleshooting for complex product and technology-related issues. Your primary responsibility will be resolving intricate problems, guiding and mentoring L1 support teams, and ensuring timely, accurate feedback for customers. You will manage multiple issues simultaneously, escalating when necessary, while maintaining strong relationships with customers and other stakeholders. You will also contribute to internal and external training initiatives and update documentation to ensure the smooth operation of systems.

This role requires a deep technical understanding of Linux systems, cloud environments, virtualization technologies, and advanced networking. You will be responsible for deploying and troubleshooting systems both on-premises and in the cloud, including tasks such as server configuration, network management, and performance optimization. Additionally, you'll work with storage technologies, backup solutions, and configuration management tools to streamline processes.

Your day to day

• Provide expert-level support and troubleshooting for complex issues related to our products and underlying technologies.
• Provide expert-level support and troubleshooting for complex issues related to our products and underlying technologies.
• Act as a mentor and knowledge resource for L1 support teams and other stakeholders within the organization.
• Track issues through to resolution.
• Provide prompt and accurate feedback to customers.
• Prioritize and manage several open issues at one time.
• Escalate issues to the next level, as needed.
• Build and maintain strong relationships with customers.
• Participate in training customers, as required.
• Document processes and update knowledge base.
• Execute support and operations tasks for on-premises and cloud deployment.
• Perform operational tasks including, but not limited to SW/HW installations, upgrades, and more.
• Configuration of servers, networking equipment, and cloud resources.
• Creation and integration of tools for internal and/or external consumption.
• Troubleshoot, design and deploy advanced L2 and L3 Networks.
• Problem solver, capable of identifying and resolving issues, being able to see the big picture.
• Eager and willing to learn new technologies and skills.

What you bring

• 7+ years of experience in administration, configuration, and tuning of Linux systems. (Ubuntu/Debian and/or CentOS/RHEL)Solid scripting experience (Bash, Python, etc.)
• Solid understanding and experience in network design.
• Must have solid experience with virtualization systems and technologies (VMware, KVM, Docker, Kubernetes) or with cloud services (AWS, Azure, GCP).
• Experience identifying and troubleshooting network connectivity and performance issues.
• Knowledge of storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC).
• Knowledge backup solutions are considered an added benefit, providing a competitive edge in managing comprehensive data protection strategies.
• At least CCNA-level experience in Networking Administration.
• L2 and L3 network equipment configuration (switches, firewalls, etc.)
• Experience with iptables in Linux and network-level ACLs.
• Additional knowledge in CSI driver, SNMP, and Active Directory configurations is essential.
• Technical prowess in troubleshooting switches and analyzing network-related logs to mitigate increasing error counts on network ports.
• Excellent communication skills including prior client-facing experience.
• Continuously monitor network ports and perform log analysis to preemptively address emerging issues.
• Excellent team player.

Your Education

• Bachelor’s Degree in Information Technology or Computer Science.

Nice to haves

• AI engineer to suit support/ops services.
• Kubernetes expert.
• Back up expert.

JR#0442024

Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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