Cloud Engineer I

As a Cloud Engineer at 11:11, your main responsibility is to support and ensure a positive post-implementation experience for all clients. You will optimize, implement, and maintain the organization's cloud-based systems, focusing on driving customer success through effective problem resolution and maintaining strong customer relationships. Reporting to the Manager of Service Operations, you will play a crucial role in the overall service delivery. Key Responsibilities: - Act as the initial point of contact for customers, providing support and ensuring they feel valued - Deliver support services through chat, phone, and email to meet 11:11 Systems Service Level commitments - Manage the ticketing system intake queue to respond rapidly to new tickets - Provide accurate and professional responses to customer queries and concerns, escalating when necessary for customer satisfaction - Take ownership of incident tickets within your area of responsibility - Follow best practices for service management set by 11:11 Systems - Maintain professional relationships with customers and deliver superior customer service - Perform any other duties as assigned Qualifications Required: - Minimum of 1 year of recent experience as a technical, hands-on, external customer-facing support engineer with active listening skills - Solid understanding and experience with virtualization technologies like Veeam, VMware, AWS, etc. - Excellent investigative skills and written/verbal communication skills for documenting client issues efficiently - High energy, positive attitude with a desire for technical and professional growth - Detail-oriented with goal-setting abilities and technical knowledge - Ability to manage multiple issues simultaneously, pursuing positive outcomes independently - Strong time management and decision-making skills, along with adaptability and accountability - Understanding of cloud-based infrastructure services such as BaaS, IaaS, and DRaaS (Note: The benefits like Healthcare Insurance Plan, Life Insurance, Paid Vacation & Holidays, and India Pension Scheme are provided by the company but are not included in the job description section.),