Cloud Support Specialist

vor 3 Wochen


Köln, Nordrhein-Westfalen, Deutschland ZONTAL Vollzeit
About ZONTAL

ZONTAL is a leading data platform provider for the life science industry, delivering game-changing solutions to complex enterprises. Our platform reduces IT overhead, enables AI/ML applications, optimizes time-to-market, and increases compliance.

Job Summary

We are seeking a highly skilled Cloud Customer Support Engineer to join our team. As a key member of our support team, you will be responsible for ensuring our customers receive proactive and reactive support, managing and resolving customer tickets efficiently, and escalating issues with a sense of urgency and good customer care practices.

Key Responsibilities
  • Provide exceptional customer interaction skills, including responsiveness and empathy, to ensure customers feel confident and assured.
  • Manage multiple tasks simultaneously and be an excellent self-starter and self-managed member of the team.
  • Effectively record, classify, route, escalate, and resolve incidents and requests, meeting ticketing quality standards.
  • Contribute to the knowledge base in a consistent and accurate manner, assisting in growing and maintaining the support portal for customers.
  • Own customer issues from beginning to end, being accountable for customer satisfaction and proposing solutions.
  • Participate in or lead Root Cause Analyses and Preventive actions via the Problem Management process.
  • Collaborate with Agile teams to design, develop, test, implement, and support technical AWS and related solutions.
  • Deploy, configure, and utilize monitoring and tracing services, such as Datadog and Grafana.
  • AWS experience: EC2, ALB, S3, IAM, EKS, serverless services, and similar.
  • Knowledge and experience with technologies like MongoDB, Trino, Redis, Kafka, NATS, Grafana, Airflow, Prometheus, Kibana, Elasticsearch, and Keycloak are an added plus.
  • Partner with developers and architects to champion, design, and implement supportability and observability into business-critical cloud-based Platform solutions.
  • 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 and removing toil wherever possible.
  • Contribute to technical documentation required to guide on-call engineers and on-board team members.
Requirements
  • 4-year degree in Information Systems or equivalent work experience.
  • 4+ years of experience with AWS Cloud Solutions, including monitoring/observability.
  • 2+ years of 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, with 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 zones.
  • 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.



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