IOTA Software, Inc. · 1 day ago
Cloud Service Support Engineer
United States
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Technical Product Support: Provide expert-level support for our visualization services, troubleshooting issues related to infrastructure, configuration, networking and data sources.
Customer Engagement: Interact with customers to understand their needs, resolve incidents, and provide timely updates throughout the support process.
Customer Product Training: Guide new customers in product usage and configuration.
Continuous Support: Take intiative to improve our CRM platforms based on growing needs. This includes maintaining channels such as: email, phone, chat bots and automations.
Monitoring and Maintenance: Monitor cloud environments for performance, availability, and security, proactively addressing issues before they impact customers.
Documentation: Create and maintain comprehensive documentation for troubleshooting procedures, known issues, and solutions.
Collaboration: Work closely with development and operations teams to improve service reliability and efficiency.
Continuous Improvement: Identify opportunities to enhance support processes and workflows for better efficiency and customer satisfaction.
Qualification
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Required
Bachelor's degree in Computer Science, Engineering, or a related field; or equivalent experience.
2+ years of experience in technical support, cloud services, or related roles.
Must be a resident in the US.
Familiarity with cloud platforms (Kubernetes, OpenShift, AWS, Azure, GCP) and managing Virtual Machines (VM) services.
Strong troubleshooting skills with experience in diagnosing and resolving complex issues.
Experience with version control systems (e.g., Git) and CI/CD pipelines.
Experience with Customer Relationship Management (CRM) platforms such as Zendesk.
Preferred
Strong knowledge of scripting languages (Bash, Powershell) and automation tools (Terraform, Cloud Formation).
Excellent communication and interpersonal skills.
Familiarity with Agile methodologies and DevOps practices.
Familiarity with monitoring and logging tools (Prometheus, Grafana, ELK stack).
Relevant certifications (AWS Certified Solutions Architect, Azure Fundamentals, etc.) are beneficial.
Knowledge of networking concepts and security best practices in cloud environments.
Teamwork: working well in groups; taking initiative to take part in team activities in pursuit of team goals. Balance of personal and team goals.
Problem-solving: capable of taking a complex task and breaking it into smaller manageable tasks. Identifying and managing priorities on these tasks.
Managing Self: taking initiative beyond regular tasks. Working well autonomously.
Benefits
Work From Home
Health Insurance
Dental and Vision Insurance
Unlimited PTO
Home Office Allowance
Telephone/Internet Allowance
Health Savings Account
Flexible Spending Account
Dependent Care FSA
LifeCare Employee Assistance Program
LifeMart Employee Discount Program
Group Term Life Insurance
Long Term Disability
Short Term Disability
Company
IOTA Software, Inc.
IOTA Software is a leading provider of data visualization that connects people, assets, and manufacturing processes.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$16.9MKey Investors
Altira Group
2024-10-31Series A· $10.4M
2023-04-20Series Unknown· $6.5M
Leadership Team
T.J. Rulapaugh
Co-founder, Product Design and Market Development
Recent News
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