Cloud Support Associate Job Description

Cloud Support Associate Job Description

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Cloud support associate provides design authority for all inter cloud connectivity, WAN topologies and networking services – AD, DNS, DHCP and VPN.

Cloud Support Associate Duties & Responsibilities

To write an effective cloud support associate job description, begin by listing detailed duties, responsibilities and expectations. We have included cloud support associate job description templates that you can modify and use.

Sample responsibilities for this position include:

Leverage your day to day experiences to provide feedback to internal AWS teams on how our customers use our services
Apply advanced troubleshooting techniques to provide unique solutions to our customers' varied needs
Interact and collaborate with leading technologists around the world
Assist external/internal users of the client's technical products or services
Discuss radical new approaches to automate operational issues
Design and build the operational scalability that sustains the platform's remarkable growth
Master at AWS Services platform diagnosis, response, measurement, and automation
Deep dive to root cause a customer issue, or investigate why a metric is trending the wrong way
Participate in all phases of the development of a large distributed system
Own and efficiently manage all assigned tasks and on-call duties

Cloud Support Associate Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Cloud Support Associate

List any licenses or certifications required by the position: SSL

Education for Cloud Support Associate

Typically a job would require a certain level of education.

Employers hiring for the cloud support associate job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Engineering, Information Technology, Information Science, Mathematics, Physics, Technical, Science, Military, Information Systems

Skills for Cloud Support Associate

Desired skills for cloud support associate include:

Cloud Computing concepts
TCP
HTTP
SSL
Networking protocols: DNS
SMTP
Internet Fundamentals
Networking /Database
Below technologies:
Client/server and distributed systems architectures

Desired experience for cloud support associate includes:

Basic programming skills in any kind of programing language
Spoken and written German and English is a must European Citizenship
Experience in information security and technologies such as application security, cryptography, threat modeling, penetration testing
Understanding of secure-cloud configuration, (CloudTrail, AWS Config, etc), cloud-security technologies (VPC, Security Groups, ) and cloud-permission systems (IAM)
Security-related certifications, such as CISSP, CEH, CISA, CISM, SECURITY+, OSCP, etc
Open to working shifts

Cloud Support Associate Examples

1

Cloud Support Associate Job Description

Job Description Example
Our innovative and growing company is hiring for a cloud support associate. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for cloud support associate
  • Apply advanced troubleshooting techniques to provide unique solutions to our customer’s needs
  • Act as a key member of the hiring team that hires and develops the best
  • Open to working shifts (8am-4pm, 9am-5pm, or 10am-6pm M-F, including weekend rotations)
  • Manage the incoming queue of Cloud opportunities from the EMEA Region against global vendors’ SLAs in a proper and accurate manner
  • After successful opportunity qualification, enters the Cloud orders into the systems pursuant to individual order characteristic requirements (management of web order included)
  • Upon failed opportunity qualification, align with the Sales Cloud Reps in the relevant country following the Global Cloud processes of CRM Dynamics management
  • Sends PO to the vendor where necessary and collaborates with the vendor to resolve any possible issues preventing the acceptance of the order
  • Collaborates with the vendor and attends vendor trainings to achieve the service targets set by the vendor
  • Performs track of all open orders and communication with vendor to ensure successful closing of the order
  • Maintain clear invoicing documentation
Qualifications for cloud support associate
  • Skilled at high concurrent web server/proxy developing such as Nginx, TS, suqid, lighttpd and
  • Familiar with database system developing such as nosql, msyql, Oracle and
  • Minimum of two year's experience running services on Linux/Unix
  • Proficient in Map-Reduce, Zookeeper, HBASE, HDFS, Pig, Hive, Python, and shell scripting
  • Experience in a 24x7 production environment, esp
  • DevOps, Orchestration/Configuration Management and Continuous Integration technology
2

Cloud Support Associate Job Description

Job Description Example
Our growing company is looking to fill the role of cloud support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for cloud support associate
  • Send out Cloud license confirmations/ certificates when necessary
  • Conducts basic to complex level of research aimed at resolving problems
  • Perform other activities related to the successful processing of the order when necessary or requested
  • Interact with leading technologists around the world and resolve customer issues
  • Engage with sales, services, engineering, product management, and support management when necessary to prioritize customer requests and address both technical and business needs of the customers to achieve a high level of customer satisfaction
  • Contribute in global support process and procedures as part of the support management team across regions
  • Provide leadership in problem-solving, including proposing and discussing fixes, providing advice, and educating customers and analyzing operational data
  • Clarify existing expectations with customer’s technology/ operations experts and stakeholders
  • Support critical de-escalation activities
  • Actively share unique experience with all relevant areas in Support Delivery
Qualifications for cloud support associate
  • Experience with query analyzers and query tuning / slow query optimization
  • Students who have graduated with a computer science, information technology or information systems type degree in the past 12 months
  • Students who are graduating within the next 12 months with a computer science, information technology, or information systems type degree
  • Exposure to distributed file systems
  • 1-3 Years of providing support to a team
  • Relevant technical expertise related to program
3

Cloud Support Associate Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of cloud support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for cloud support associate
  • Use internal AWS Support tools, customer facing tools, open source tools, AWS console, SDK, command line tools, , to provide detailed descriptions of customer issues, reproduce bugs or issues and provide these in internal ticketing systems to advocate on behalf of the customer
  • Use case tracking tools and custom health tools to check a customer’s environment, an associate or engineer needs to dive deep into reported symptoms, diagnose a technical issue and suggest a solution
  • In addition to troubleshooting, engineers create knowledge based articles for internal and external customers, this will be primarily with services relating to EC2 Linux under AWS such as EC2, EBS, Elasticache, EFS
  • Provide customers with general guidance, best practices, technical troubleshooting, and how-to’s around using or migrating to AWS services around, but not limited to, EC2, EBS, EFS, to help customers with their adoption of the AWS Cloud
  • Ensure that customers get the maximum value from and easily use our solutions and subscriptions
  • Support customers by making sure the technical team is responding to incoming cases within the designated service-level agreement (SLA) period
  • Monitor and organize daily team workflows and activities
  • Plan the team’s work and support it in daily activities
  • Interact with other teams to ensure smooth customer experience and efficient teamwork
  • Guide some of the internal changes and projects related to regional and support workflows
Qualifications for cloud support associate
  • Previous experience in a support role is preferred
  • Bachelor’s degree, pursuing a bachelor's degree or at least two years of experience in a Technical Customer Service role
  • Sound language skills in both Japanese and English
  • Bachelor’s degree or higher in computer science, software engineering or relevant majors
  • Proficiency in English is a must (Oral, written and customer management)
  • Experience or eagerness to learn in an IT related area, consulting/support/development job appreciated
4

Cloud Support Associate Job Description

Job Description Example
Our company is hiring for a cloud support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for cloud support associate
  • Leverage customer support experience to provide feedback to internal AWS teams about improving our services
  • Work with subject matter experts in cloud technologies to solve customer problems
  • Actively share unique experience with all relevant areas in Customer Success Services
  • Provide leadership in problem-solving, including proposing and discussing fixes and advising and educating customers
  • Serve as an adviser to associates to meet schedules and resolve technical problems
  • Oversee the daily activities of technical teams consisting of junior to senior technical support engineers
  • Manage customer escalations with highly technical support requests from enterprise customers via phone and web
  • Provide leadership in problem-solving
  • Developing technical solutions which can be posted to internal and external knowledge bases
  • Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that improve our product
Qualifications for cloud support associate
  • MUST BE APPLICANT FOR THE C2C PROGRAM
  • Bachelor’s Degree in Engineering in one of the branches (CSE/IT/ECE/EEE) or MCA with an aggregate of 65%
  • Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent years of experience (4+)
  • Systems administration in Linux/Unix (Ubuntu, CentOS, RedHat, Solaris)
  • MUST BE GRADUATING APPLICANTS IN THE Microsoft Software & Systems Academy (MSSA) PROGRAM
  • Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent experience (4+ years)
5

Cloud Support Associate Job Description

Job Description Example
Our growing company is hiring for a cloud support associate. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for cloud support associate
  • Leverage your extensive customer support experience to provide feedback to internal AWS teams on how our customers use our services
  • Responding to inbound Billing and Technical service requests over the phone and email
  • Evaluate and provide resolution for complex customer Billing inquiries
  • Reconcile invoices provided by the customer and/or other internal departments
  • Explain charges to our customers to enhance their understanding of billing processes and policies
  • Initiate adjustments to customer billing charges where appropriate and communicate outstanding amounts to customers
  • Primary focus will be one Microsoft O365 suite
  • Interacts closely with various departments and vendors to provide timely resolution on issues
  • Takes initial customer calls/emails and answers general questions regarding company products and services
  • Resolve complex issues with the customer, vendor and internal customers to help deliver an excellent customer experience
Qualifications for cloud support associate
  • Excellent verbal and written communication skills in English, second foreign language is an advantage
  • Perform duties with accuracy and a strong degree of urgency
  • Ability to communicate with several levels of associates internally and externally is an accurate and professional matter
  • Commercial knowledge in Retail Price, Dealer Purchase Price, BasePrice, AdjPrice and other costs is recommended
  • Ability to prioritize and perform work
  • Moderate knowledge of general computer applications (MS Word, MS Excel)

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