Cloud Support

CloudZone is a global leader in multi-cloud services and a top-tier partner of AWS, Google Cloud, and Microsoft Azure. With over 14 years of expertise, we excel in helping companies maximize the full potential of their cloud investments, delivering exceptional business outcomes with efficiency and precision. What truly sets CloudZone apart is our awesome vibe, outside-the-box thinking, colorful professionalism, and unwavering customer obsession.

Sounds exciting?

Then keep reading, because we’re on the hunt for a talented Cloud Support to join our incredible support team.

As a Cloud Support, you’ll play a key role in ensuring the smooth operation of our customers’ cloud environments. This is a Tier 1 technical position, where you’ll be the first point of contact for customer issues — providing initial triage, troubleshooting, and support across a wide range of cloud-related scenarios.

Your day-to-day will involve responding to alerts (primarily from Datadog), handling incoming customer support cases, and collaborating with internal teams to resolve technical challenges. Over time, you'll also help empower customers to handle recurring issues on their own through knowledge sharing and training.

Responsibilities:

• Provide first-level support by triaging and resolving incoming tickets and alerts.
• Dispatch and escalate cases to the Tier 2/3 teams when needed.
• Professionally respond to monitoring alerts and customer-reported issues.
• Operate and maintain cloud monitoring and security tools (Datadog, CloudTrail, CloudWatch).
• Configure and fine-tune monitoring alerts and dashboards in Datadog based on customer environments.
• Support and configure BI and FinOps tools (CloudHealth, Anodot, LucidScale, etc.) in customer environments.
• Troubleshoot and resolve cloud infrastructure, application, and network-related issues.
• Support customer-facing portals and ensure uptime and smooth functionality.
• Collaborate with internal teams (DevOps, Solutions, Product) for issue resolution and improvements.
• Create and maintain internal documentation and customer-facing knowledge base articles.
• Communicate effectively with both technical and non-technical stakeholders to provide updates on issue status and resolutions.

Qualifications:

• Good understanding of operating systems (Linux or Windows).
• Strong troubleshooting skills and a passion for solving complex technical problems.
• Familiarity with VPNs, IPSEC, security protocols, and identity standards.
• Understanding of networking protocols (OSI model, TCP/IP, DNS, SSH, Firewalls, Load Balancers).
• Experience with cloud platforms (AWS/GCP/Azure); AWS preferred.
• Hands-on experience with observability and monitoring tools (Datadog preferred).
• Familiarity with IDPs such as Okta, Google Workspace, Azure AD (SSO, SAML protocols).
• Basic understanding of cloud cost management and FinOps tools (CloudHealth, Anodot, etc.).
• Scripting or automation experience (e.g., Python, Bash) — advantage.
• Ability to document solutions, processes, and troubleshooting steps clearly.
• Excellent communication skills and a strong customer-focused mindset.
• Fluent in English, both written and spoken — a must.
• Fast learner, team player, independent, and proactive with a can-do attitude.
• Previous experience in Support/NOC/Monitoring role — advantage.