Job Description
We are seeking a talented and experienced **Cloud Network Support Engineer** to join our global 24x7 support organization.
RESPONSIBILITIES
- Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root case, and resolve the issue to the satisfaction of customer
- Handle escalation from customer and lead to satisfactory resolution
- Co-work with engineers across technical and product domains to resolve complex cross-domain issues
- Hand-off or take-over cases to/from other geographical region to provide around-the-clock issue resolution for premium customers
- Follow communication guidelines and security policies when communicating with customer
- Categorize support requests for support and service analytics
- Produce support documents, perform knowledge sharing and training
- Keep technical skills up to date with latest cloud technologies
- Work in a hybrid model, (3 days on-site, 2 days at home)
**REQUIREMENTS**:
- 5...
RESPONSIBILITIES
- Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root case, and resolve the issue to the satisfaction of customer
- Handle escalation from customer and lead to satisfactory resolution
- Co-work with engineers across technical and product domains to resolve complex cross-domain issues
- Hand-off or take-over cases to/from other geographical region to provide around-the-clock issue resolution for premium customers
- Follow communication guidelines and security policies when communicating with customer
- Categorize support requests for support and service analytics
- Produce support documents, perform knowledge sharing and training
- Keep technical skills up to date with latest cloud technologies
- Work in a hybrid model, (3 days on-site, 2 days at home)
**REQUIREMENTS**:
- 5...
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