Staff Cloud Support Engineer

The Staff Cloud Support Engineer Contractor provides critical support in ensuring the health, performance, and availability of Zadara’s products by proactively monitoring and responding to system-generated alerts.
The Contractor serves as subject matter experts, taking the lead in troubleshooting complex issues across our products and the underlying infrastructure and technologies. The contractor is responsible for ensuring that all incidents are accurately logged, tracked, and resolved in line with Zadara’s service level agreements (SLAs) and operational best practices. Additionally, the contractor works closely with the Company’s infrastructure, networking, and DevOps teams to drive continuous improvements in monitoring systems, enhance alert accuracy, and maintain overall system reliability.

Scope of Work::
• Knowledge Sharing
• Act as a mentor and coach, fostering technical growth through training, peer reviews, and shared learning opportunities.
• Conduct live training sessions and lead in-depth troubleshooting discussions.
• Create and maintain clear, comprehensive documentation.
• Provide guidance and knowledge-sharing to support the Company’s employee and contractor teams, enhancing the overall operational capabilities.
• Customer Experience & Support Excellence >>> Incident Response & Resolution
• Build and sustain trusted, long-term customer partnerships by deeply understanding their needs, driving their success, and consistently providing a reliable, positive support experience.
• Provide expert-level support and troubleshooting for complex issues related to our products and underlying technologies.
• Deliver timely, precise, and insightful feedback to customers, demonstrating deep expertise and ensuring they receive clear guidance and confidence in the resolution process.
• Prioritize and manage several open issues at one time, following through to resolution.
• Participate in rotational Standby On-Call on weekends and holidays, to support high-priority escalations and ensure continuous service availability.
• Customer Experience & Support Excellence >>> On-Prem
• Execute support and operations tasks for on-premises and cloud deployment.
• Troubleshoot, design and deploy advanced L2 and L3 Networks.
• Configuration of servers, networking equipment, and cloud resources.
• Perform when needed operational tasks including, but not limited to SW/HW installations, upgrades, and more.
• Collaboration & Continuous Improvement
• Create and maintain product training programs, certification courses, and comprehensive documentation for both internal teams and customers.
• Develop materials that enhance product knowledge, support skill development, and ensure consistent understanding across the organization and customer base.
• Document processes and fully maintain the knowledge base as well as review the quality of the documentation created by other team members.
• Creation and integration of tools for internal and/or external consumption.
• Collaborate with the Company’s engineering team on complex issues by performing deep log analysis, thorough testing, and detailed investigations, ensuring all findings are well-documented. Work closely with engineering to identify root causes, develop solutions, and capture lessons learned, turning escalations into opportunities to improve products, processes, and team knowledge.
• Knowledge & Expertise
• Stay current with product features, enhancements, and emerging technologies.
• Act as the go-to expert for complex technical challenges, demonstrating advanced problem-solving and leadership.
• Additional Support
• Support strategic initiatives and other projects as assigned.

What you bring::
• 10+ years of experience and expertise in at least one of the following:
• Cloud computing architecture and services (AWS, Azure, GCP) and/or Virtualization systems (VMware KVM, Openstack)
• Storage systems including internal architecture (NAS, block storage, object storage)
• Network design, troubleshooting and equipment configuration including L2 and L3 (switches, firewalls, routers, etc) with a minimum of CCNA level of Network admin
• Solid experience in administration, configuration and tuning of Linux or Windows systems.
• Solid experience in microservices and orchestration like docker, Kubernetes.
• Knowledge of backup solutions is considered an added benefit, providing a competitive edge in managing comprehensive data protection strategies.
• Knowledge in CSI driver, SNMP, and Active Directory/LDAP configurations.
• Experience with configuration management systems (Ansible, Chef, Puppet).
• Scripting experience (Python, Bash, etc) two
• Excellent communication skills including prior client-facing experience and excellent team player.

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 a customer-facing technical support or site reliability engineering role.

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