Cloud Support Analyst

Blue Mantis is seeking an experienced (3+ years) Public Cloud Support Analyst who is driven to build and maintain a customer-obsessed Cloud Solution Partner (CSP) program. The successful candidate will be experienced in cloud billing & licensing models and capable of resolving or escalating complex customer support tickets.

Role & responsibilities

The Cloud FinOps Support Analyst Is charged with opening, managing, and escalating support tickets to ensure that our customer experience remains positive. Their key responsibilities include, but are not limited to:

• Managing queue of support tickets
• Provisioning of Cloud (AWS, Azure, Google Cloud) Resources
• Provisioning of Microsoft licenses
• Manage queue of upcoming software renewals
• Research cloud service configuration, billing, usage and purchase options to reduce options for clients to maintain or improve performance while reducing cost
• Contribute to the continuous process improvement initiatives as needed to ensure our offerings remain compelling and innovative.

Preferred candidate profile

• Excellent communication skills and understanding of cloud computing, and license subscription models
• Previous experience in a Service desk support role with cloud knowledge.
• Previous experience optimizing support workflows and implementing process improvement
• Ability to prioritize and manage competing demands
• Ability to follow processes as written and possess the flexibility to perform and document tasks where no process exists
• Either possess prior experience working in a support console such as Service Now or FreshDesk, or be willing to learn.
• Either possess one years prior experience with public cloud billing and licensing models or be willing to learn.
• Either possess prior experience working in the AWS Management Console and Azure Portal or similar Cloud Portals & Consoles or be willing to train.