Cloud Customer Support Engineer

Vor 5 Tagen

Cologne, Deutschland ZONTAL Vollzeit

ABOUT US:

ZONTAL offers the leading data platform for the life science industry. We make digital transformation a reality as we deliver game changing solutions to some of the most complex enterprises. We reduce IT overhead, enable AI/ML applications, optimize time-to-market, and

increase compliance. ZONTAL has offices in the US, Europe and Asia. Together with our integration and service partners, ZONTAL supports our customers globally, in any country and any time zone.



YOUR RESPONSIBILITIES:


  • Ensure that the customer is supported proactively and reactively. Manage and resolve customer tickets in an accurate efficient manner escalating and communicating with a sense of urgency and good customer care practices.
  • Excellent customer interaction skills that include responsiveness and empathy and a calm, measured communication style that provides customers with confidence and assurance.
  • Able to manage multiple tasks simultaneously and be an excellent self-starter and self-managed member of the team.
  • Effectively ensure incidents and requests are recorded, classified, routed, escalated, and resolved meeting ticketing quality standards. May be involved in generating service and customer performance summaries and reports regarding system and support SLA targets.
  • Maintain visibility to and promptly respond to events and alerts to ensure incidents are created and ideally resolved before the customer must report themselves.
  • Contribute to the knowledge base in a consistent, accurate manner and assist in growing and maintaining the support portal for customers.
  • Own the customer’s issue from beginning to end and be accountable for customer satisfaction issues and propose and drive solutions.
  • Participate in or lead Root Cause Analyses and Preventive actions via the Problem Management process.
  • Be intimately aware of customer SLAs related to services and support domains and ensure goals and progress towards achieving them are met or exceeded.
  • Collaborate with and across Agile teams to design, develop, test, implement, and support technical AWS and related solutions.
  • Ability to create, manage, and deploy infrastructure-as-code using CloudFormation or similar.
  • Ability to deploy, configure, and utilize monitoring and tracing services, such as Datadog, Grafana etc.
  • AWS experience: EC2, ALB, S3, IAM, EKS, serverless (e.g., SNS, SQN, Lambda, dynamoDB), and similar services.
  • Knowledge and experience with technologies such as MongoDB, Trino, Redis, Kafka, NATS, Grafana, Airflow, Prometheus, Kibana, Elasticsearch, Keycloak are an added plus.
  • Partnering with developers and architects as needed, champion, design, and implement supportability and observability into business-critical cloud-based Platform solutions with automation-first mindset, observability, container design patterns and best of breed cloud tools and architecture practices.
  • Excellent troubleshooting skills across technology types, layers and with integrations and data issues.
  • Assist in or lead Disaster Recovery and Business Contingency Plan development and repeatable documented success.
  • Continually evaluate service and infrastructure usage to effectively manage performance, capacity, and cost – automating solutions, removing toil wherever possible.
  • Contribute to technical documentation required to guide on-call engineers and on-board team members.


YOUR BACKGROUND:


  • 4-year degree in Information Systems or equivalent work experience.
  • 4+ years of experience with AWS Cloud Solutions including monitoring/observability
  • 2+ years experience with ITSM tools, implementation, and practices such as ServiceNow and JIRA Service Management.
  • Experience with developing in Python, Powershell, Javascript, C#, Java, etc and ability to write/execute SQL and other scripts.
  • 2+ years of experience in the Life Sciences space. Laboratory and Clinical Data experience highly preferred.
  • 1+ years of experience with configuration management solutions.
  • 1+ years of experience with network/server configuration for automated software deployment
  • ITIL Certification highly desired
  • Ability to work with a diverse team across many time zone
  • Excellent written and verbal communication skills in English
  • Located in Germany



HOW TO APPLY:

Send us your résumé with salary expectations and desired start date via LinkedIn.

If you have any questions upfront, please do not hesitate to contact us.


We are looking forward to your application

  • Cloud Engineer

    vor 3 Wochen

    Cologne, Deutschland THRYVE Vollzeit

    Job Title: Cloud Architect/DevOps Engineer Location: Cologne, GermanyLanguages: English or GermanHybrid - 2 days in-office per weekSalary: Competitive About Us:We are an innovative company at the forefront of AI technology in Germany, dedicated to developing advanced solutions that drive industry progress. Our team is passionate about cutting-edge...

  • Cloud Support Consultant

    vor 4 Monaten

    Cologne, Deutschland OVHcloud Vollzeit

    Cloud Support Consultant M/F/X Within your #OneTeam Within OVH, the CCO Department is responsible for providing quality technical support (paid, free, 24/7, etc.) for all customers around the world. It provides technical support (telephone, email, social networks, etc.) for all OVH offers (Cloud, Telecom, Web). The Department is organized into 6...

  • Cloud Engineer

    vor 2 Wochen

    Cologne, Deutschland THRYVE Vollzeit

    Cloud Architect/DevOps Engineer Location: Cologne, GermanyLanguages: English or GermanWorking Motion: Hybrid Salary: up to 70kA dynamic and innovative team leading the charge in AI technology in Germany. Our mission is to develop cutting-edge solutions that push the boundaries of industry progress. Passionate about technology, we cultivate a vibrant...

  • Cloud Engineer

    vor 2 Monaten

    Cologne, Deutschland Next Kraftwerke GmbH Vollzeit

    Would you like to join us in shaping the transformation of our energy system? Then you've come to the right place! We operate one of the largest Virtual Power Plants in Europe with thousands of networked power generators, consumers and storage facilities. With our team, we are working on the realisation of a sustainable power market – at our headquarter in...

  • Manager IT Cloud Services/ System Engineer Cloud Services

    vor 3 Monaten

    Cologne, Deutschland Eurowings Aviation GmbH Vollzeit

    Du administrierst unseren Cloud Plattformbetrieb und entwickelst diesen weiter Für unseren hybriden Betrieb bewegst du dich gleichzeitig auch auf unserer OnPrem Umgebung und nutzt das Beste aus beiden Welten Die Durchführung der globalen Administration unserer hybriden Microsoft Systemumgebung (Azure plus Data Center) für die gesamte Eurowings Gruppe...

  • Cloud Engineer

    vor 2 Monaten

    Cologne, Deutschland RheinEnergie AG Vollzeit

    Bei uns arbeiten Menschen mit Energie. Menschen, die sich leidenschaftlich für die Bedürfnisse unserer Kundinnen und Kunden einsetzen. Gemeinsam gewährleisten wir die sichere Versorgung der rheinischen Region mit Energie und Trinkwasser. Hierbei denken wir schon heute an morgen. Denn als zukunftsorientiertes Unternehmen gestalten wir die Energiewende auf...

  • Lead Cloud Engineer

    vor 2 Wochen

    Cologne, Deutschland Cubiq Recruitment Vollzeit

    Lead Cloud EngineerBe a key hire for a Robotics disruptor, backed by huge investors.EXCITING OPPORTUNITY FOR A STAFF/ LEAD CLOUD ENGINEER TO CHANGE THE FUTURE - this is a golden ticket for someone who wants to build and get their hands dirty! Anywhere in Germany (3 days per month in office, travel costs covered). Up to €95,000 + generous benefits...

  • Cloud Engineer

    vor 2 Monaten

    Cologne, Deutschland Next Kraftwerke GmbH Vollzeit

    Cloud Engineer (f/m/d) at Next Kraftwerke GmbH | softgarden View job here Would you like to join us in shaping the transformation of our energy system? Then you've come to the right place! We operate one of the largest Virtual Power Plants in Europe with...

  • Support Engineer

    vor 4 Wochen

    Cologne, Deutschland IONOS Vollzeit

    Bei IONOS arbeiten Sie bei dem führenden europäischen Anbieter von Cloud-Infrastruktur, Cloud-Services und Hosting-Dienstleistungen partnerschaftlich mit unterschiedlichen Teams zusammen. Wir bieten Ihnen eine Perspektive in einer der zukunftssichersten Branchen. Uns zeichnen offene Arbeitsstrukturen, Duz-Kultur und flache Hierarchien mit unvergleichlichem...

  • Customer Support Engineer

    vor 3 Monaten

    Cologne, Deutschland Sectra Medical Systems Vollzeit

    Bist du Technologie begeistert? Bist Du ein Engineer mit einem analytischen Mindset, der es sich gerne zur Aufgabe macht, komplexe Probleme zu lösen, und diese Fähigkeit nutzen möchte, um die Kundenzufriedenheit und die Patientenversorgung zu verbessern? Derzeit suchen wir nach einem neuen Support Engineer für unseren Unternehmenssitz in Köln.Sectra ist...

  • Cloud Engineer

    vor 3 Monaten

    Cologne, Deutschland Explicatis Vollzeit

    Werde Teil unseres Explicatis-Teams am Standort Köln Explicatis ist ein inhabergeführter Spezialist für IT-Beratung, Entwicklung von Cloud-, Web- und Mobile-Apps sowie der Entwicklung smarter Geräte. Mit unseren digitalen Innovationen erschaffen wir die digitale DNA unserer Kunden und sichern ihre Wettbewerbsfähigkeit in der digitalen Welt von...

  • AI Engineer @ aqua cloud GmbH

    vor 1 Monat

    Cologne, Deutschland aqua cloud GmbH Vollzeit

    aqua is seeking an AI Engineer to enhance our AI-empowered product, ensuring it remains at the forefront of technological advancements. Our goal is to provide users with advanced test management tools that simplify and streamline the testing process.About us:We offer a first-in-class Test Management Solution, recognized as one of the leading solutions in...

  • Senior Cloud Engineer

    vor 2 Wochen

    Cologne, Deutschland MobiLab Solutions GmbH Vollzeit

    You have a passion for the cloud and have already gathered solid experience with one of the hyperscalers specifically in Microsoft Azure? You love to pave the way for customers to the cloud and can show both the technical and economical benefits of the cloud? You love to work in small and agile teams to migrate in short iterations applications & workloads to...

  • Cloud Solution Engineer

    vor 1 Monat

    Cologne, Deutschland Koelnmesse GmbH Vollzeit

    Cloud Solution Engineer - M365 (m/w/d) bei Koelnmesse GmbH | softgarden View job here Cloud Solution Engineer - M365 (m/w/d) Voll- oder Teilzeit ...

  • (Junior) Cloud Data Engineer

    vor 3 Wochen

    Cologne, Deutschland DYMATRIX Vollzeit

    Daten sind das Gold von morgen! Und Du suchst, förderst und veredelst das Wertvollste, was unsere Kundenbesitzen: Ihre Daten. Daher suchen wir Dich, mit und ohne Berufserfahrung, als (Junior) Data Engineer (all genders) für unsere Standorte in Stuttgart, Hamburg oder München.Deine Aufgaben:Mit der PIA Customer Experience Platform hilfst Du unseren...

  • Senior Cloud Engineer

    vor 2 Wochen

    Cologne, Deutschland MobiLab Solutions GmbH Vollzeit

    You have a passion for the cloud and have already gathered solid experience with one of the hyperscalers specifically in Microsoft Azure? You love to pave the way for customers to the cloud and can show both the technical and economical benefits of the cloud? You love to work in small and agile teams to migrate in short iterations applications & workloads to...

  • Senior Cloud Engineer

    vor 2 Wochen

    Cologne, Deutschland MobiLab Solutions GmbH Vollzeit

    You have a passion for the cloud and have already gathered solid experience with one of the hyperscalers specifically in Microsoft Azure? You love to pave the way for customers to the cloud and can show both the technical and economical benefits of the cloud? You love to work in small and agile teams to migrate in short iterations applications & workloads to...

  • Cyber Security Cloud Architect

    vor 4 Monaten

    Cologne, Deutschland Materna Vollzeit

    Als einer der führenden IT-Dienstleister in Deutschland verfolgen wir die Mission, im #TeamMaterna eine einfache, sichere und nachhaltige digitale Welt zu gestalten. Sowohl die Cyber Security als auch die Journey2Cloud bilden deshalb zwei unserer neun Fokusfelder. Du möchtest diese beiden Felder verbinden und ihre Entwicklung weiter vorantreiben? Dann komm...

  • Cloud Engineer

    vor 3 Monaten

    Cologne, Deutschland MobiLab Solutions GmbH Vollzeit

    First insightsYou have a passion for the cloud and have already gathered solid experience with one of the hyperscalers specifically in Microsoft Azure? You love to pave the way for customers to the cloud and can show both the technical and economical benefits of the cloud? You love to work in small and agile teams to migrate in short iterations applications...

  • Technical Support Engineer

    vor 4 Monaten

    Cologne, Deutschland Solplanet Vollzeit

    Our belief: At SOLPLANET, we are driven by a simple idea: solar for everybody We strive to create the best possible experience for distributors, installers and end users That´s why our solar inverters, energy storage systems and EV chargers are easy-to-install, reliable and user friendly Who We Are: Private equity-backed AISWEI is a leading provider of...