Cloud Service Support Engineer

IOTA Software is an innovative, early-stage startup revolutionizing the way manufacturing industries harness data. We specialize in developing a cutting-edge SaaS data visualization platform designed to empower manufacturing teams with real-time insights, dynamic dashboards, and actionable analytics. Our mission is to help businesses make smarter, data-driven decisions, optimize performance, and drive their digital transformation goals forward. 

As a fully virtual company, we bring together a global team of talented individuals, breaking geographical boundaries to deliver innovative solutions. Serving industries such as pharmaceuticals, energy, chemicals, utilities, and green energy, our scalable platform offers seamless access to data that drives informed decision-making. 

In this role, you’ll be the go-to person for ensuring our cloud-based solutions run smoothly for our customers, in particular you will have the following 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. 

Requirements

We’re looking for candidates who with a 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. The candidate must be a resident in the US. 

The candidates should have experience in the following areas:

• 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) plaforms such as Zendesk is welcome.

The candidates are expected to have:

• 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

IOTA Software Inc. has partnered with ADP TotalSource® because together we are on a mission to give you the best possible work-life experience. You’ll choose from the most competitive selection of benefit options and have access to a world of perks. 

• 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 

IOTA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. 

You must be authorized to work in the country in which you reside. 

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.