Technical Support Engineer- Azure/AWS
pax8
1 Positions
ID: 15772
Posted On 06/26/2022
Job Overview
*Note: Please disregard any compensation estimates that may be provided by linkedin or any other source. These statistics are auto-generated and not accurate*
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
At Pax8, the role of Cloud Infrastructure Support Engineer is key to the support of the most complex technical issues presented by our partners. Cloud Infrastructure Support Engineers are expected to have a deep understanding of on-premise and cloud-based infrastructure technologies. They should be able to quickly identify root cause and provide consultative resolutions to our partners. They will also act as an escalation point for cloud support engineers working on other Pax8 Stax.
Essential Responsibilities (includes, but is not limited to):
- Partner Support Reactive Management
- Responsible for daily case and phone management
- Logged into phone and case management systems according to scheduled start time
- Timely and efficient management of cases to push towards resolution
- Escalation to upper tier engineers and/or vendors when appropriate
- Ownership and management of escalated support cases until resolution is determined
- Assists with development of processes around support in relation to providing customer support and problem resolution
- Collaborate with vendors or vendor contacts around tickets currently in an escalated state
- Responsible for daily case and phone management
- Product and Knowledge Specialization
- Develop & maintain knowledge around specific products in team.
- Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
- Act as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness
- Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
- Act as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness
Ideal Skills, Experience, and Competencies:
- Experience diagnosing problems with software and cloud products. Specific experience with Azure, Microsoft 365, cloud backup systems, AWS or similar technologies is required.
- Knowledge of operating systems and technologies (Windows 2008-2022, Linux Distros).
- Advanced knowledge of Microsoft Active Directory both on premise or in Azure AD.
- Understanding of Windows Virtual Desktop or Windows Remote Desktop Services a plus
- Experience with Intune or other MDM solutions.
- Experience with Azure, WVD, Microsoft Hyper-V, VMware or AWS required
- Demonstrate a technical awareness of network topology, protocols and server connectivity.
- Experience with TCP/IP networking, routing, switching, firewalls
- Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems.
- Ability to communicate professionally by phone and email.
- Must be customer service oriented and work well in a team oriented collaborative environment.
- Creative thinker and problem solver—always looking beyond the available options when up against roadblocks
Required Education & Certifications:
- At least 4 years of relatable experience in the technical support field
- Azure or AWS Certifications preferred
- B.S./B.A. degree in related field or equivalent work experience preferred
Compensation:
- Qualified candidates can expect a salary beginning at $75,000 or more depending on experience
#LI-AG1
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups