Cloud Support Specialist

vor 4 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. With offices in the US, Europe, and Asia, we support our customers globally, across any country and time zone.

Your Responsibilities

  • Proactively and reactively support customers, managing and resolving tickets in an accurate and efficient manner, escalating and communicating with urgency and good customer care practices.
  • Develop excellent customer interaction skills, including responsiveness and empathy, with a calm and measured communication style that provides customers with confidence and assurance.
  • Manage multiple tasks simultaneously, being an excellent self-starter and self-managed team member.
  • 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 and accurate manner, assisting in growing and maintaining the support portal for customers.
  • Own the customer's issue from beginning to end, being accountable for customer satisfaction issues and proposing and driving 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, ensuring 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.
  • Partner with developers and architects as needed, champion, design, and implement supportability and observability into business-critical cloud-based Platform solutions with an 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 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. 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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