Cloud Support Engineer

Responsibilities

• Deliver technical support to employees and customers, including AV support for office conferences and events.
• Investigate and resolve complex technical issues using ticketing systems, remote sessions, and escalation to senior engineers.
• Own and manage all support cases from qualification to resolution, ensuring adherence to Service Level Agreements and achieving high customer satisfaction.
• Engage directly with customers via phone, chat, and remote sessions, setting realistic expectations and communicating updates.
• Contribute to and maintain knowledge base articles, sharing best practices and lessons learned with the team.
• Participate in a regular weekend working rotation and be available for on‑call support as required.
• Provide technical onboarding support for new employees and infrastructure support during office events.
• Identify opportunities to enhance service delivery and optimize technical processes.
• Diagnose Linux systems by collecting logs, analyzing stack traces, and editing configuration files.
• Integrate Linux environments with authentication, directory services, network file systems, and other infrastructure components.
• Support virtualization/cloud (KVM/Open Stack), containers (Docker, LXD/LXC, Kubernetes), storage technologies (block, object, network), and networking (bonding, firewalling, bridging, MTU tuning, etc.).

• Professional written and spoken English with excellent presentation and communication skills.
• Undergraduate degree in a technical subject, or a compelling narrative demonstrating equivalent experience.
• Exceptional academic record or proven ability to go above and beyond expectations.
• Strong experience troubleshooting Linux systems, including log analysis, configuration editing, and performance tuning.
• Hands‑on experience supporting Linux in virtualization, cloud, containers, storage, and networking environments.
• Knowledge of Linux integration with authentication directories and network file systems.
• Programming fundamentals in any language.
• Ability to learn quickly, adapt to change, and handle the pressure of a customer‑facing role.
• Extensive customer support experience with a focus on communication and setting the right expectations.
• Willingness to travel internationally up to twice a year for company events, sometimes lasting up to two weeks.

• Competitive salary with annual review and a performance‑driven bonus or commission.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Personal learning and development budget of USD 2,000 per year.
• Recognition rewards and annual compensation reviews.
• Opportunity to travel to new locations and meet colleagues.
• Priority Pass and travel upgrades for long‑haul company events.
• Access to a state‑of‑the‑art London office and twice‑yearly in‑person team sprints.
• Distributed work environment with flexible remote work options.