The Sr. Cloud Support Engineer resolves complex cloud infrastructure issues, maintains customer relationships, and ensures service reliability, requiring strong technical skills and proactive customer support.
Who We Are
Zadara is a leading provider of AI edge clouds, delivering a groundbreaking distributed cloud platform purpose-built for sovereign AI applications. Zadara platform powers advanced AI capabilities with the simplicity, agility, and flexibility of cloud computing while ensuring seamless multi-tenancy through fully automated, end-to-end provisioning of compute, storage, and networking resources. Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market.
Our Zadarian Culture
All Zadarians are finding their edge by living and breathing our core values; We are One Team, We are Respectful, We are Accountable, We are Achievers, We are Visionaries.
We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work.
What Diversity & Inclusion Mean to Us
We are 'One Team' is one of Zadara’s core values and it’s more than just a phrase. It reflects our commitment to creating a Culture where every individual feels seen, heard, and valued. At Zadara, we celebrate the richness that comes from a wide spectrum of cultures, backgrounds, generations from Gen Z to Baby Boomers and the unique talents and skills each person brings. Our global team represents a vibrant mix of perspectives that fuels innovation, drives collaboration, and shapes a forward-thinking, people-centered workplace. At Zadara we embrace our differences and turn those differences into our greatest strengths. That’s how we grow stronger together.
We are seeking a highly skilled and motivated Sr. Cloud Support Engineer with over five years of hands-on experience supporting cloud-based infrastructure and services. In this role, you will act as a key escalation point and play a critical role in ensuring the performance, reliability, and availability of our cloud solutions across diverse environments. You will work closely with engineering, operations, and customer teams to resolve complex technical issues and contribute to continuous improvements in system stability and support processes.
This is a client-facing, technically demanding position that requires strong analytical thinking, effective communication skills, and a proactive, customer-centric mindset. The role includes on-call responsibilities as part of a rotational schedule, including weekends and public holidays, to support high-priority escalations and maintain continuous service availability.
If you thrive in fast-paced environments and are passionate about delivering top-tier support for mission-critical systems, this opportunity offers both challenge and impact.
Your day to day
- Customer Experience:
- Build and maintain strong relationships with customers.
- Ensure a customer-first approach in all interactions and maintain high satisfaction levels.
- Provide quality technical guidance and training.
- Customer Support & Troubleshooting:
- Troubleshoot, design and deploy advanced L2 and L3 Networks.
- Service, analysis and resolution of tasks and support tickets
- Prioritize and manage several open tasks at one time.
- Respond to tickets with urgency and clarity, according to SLAs.
- Provide high-level technical support, following tickets through to resolution.
- Escalate tickets to the next level providing clear incident details.
- Participate in Active On-Call rotational schedule, one weekend per month, to support high-priority escalations and ensure continuous service availability.
- In addition to Active On-Call, the flexibility to support occasional critical incidents that may occur on a weekend or holiday.
- Configure servers, networking equipment, and cloud resources as needed.
- Process & Collaboration
- Work closely with management and senior members of different departments and third-party vendors to identify recurring problems and contribute to long-term solutions.
- Actively contribute to the Support knowledge base by creating clear, comprehensive training materials and documentation for internal and external use.
- Document best practices, incident post-mortems, and troubleshooting runbooks, updating the knowledge base.
- Contribute to continuous improvement efforts in support delivery processes and tooling.
- Other responsibilities as assigned.
What you bring
- 5+ years experience in administration, configuration, and tuning of Linux systems (Ubuntu/Debian and/or CentOS/RHEL), and Virtualization/cloud environments (AWS/GCP/Azure/VMware/Openstack).
- Strong troubleshooting, diagnostic, and problem-solving skills.
- Solid understanding and experience in network design, CCNA level or equivalent and configuration of network devices (switches, firewalls, routers).
- Solid experience with storage systems (SAN/NAS/Object).
- Scripting experience (Bash, Python, etc.)
- Excellent written and verbal communication skills, including experience working directly with customers in the areas of support.
Your Education
- Bachelor’s Degree in Information Technology or Computer Science.
Nice to haves
- Familiarity with Kubernetes and container orchestration concepts.
- Knowledge of ITIL processes and structured incident/problem/change management workflows.
- Certifications such as RHCE, AWS Solutions Architect, CCNP, or VMware VCP are a plus.
- Previous experience in customer-facing technical support or site reliability engineering role.
Benefits
- Paid time off
- Medical, Dental, Vision insurance
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSAs)
- 401(k) plan with matching
- Basic life and AD&D
2025_035
Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. Our recruitment process may include the use of AI-powered search tools to proactively identify candidates based on job requirements.
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Top Skills
AWS
Azure
Bash
Ccna
GCP
Linux
Nas
Object Storage
Openstack
Python
San
VMware
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