Cloud Support Technician

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.

BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.

BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.

BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.

We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.

Responsibilities:

• Be the frontline expert – Manage and maintain multiple customer cloud environments, ensuring uptime and performance.
• Own the customer experience – Resolve support tickets efficiently while keeping customers informed and confident in your expertise.
• Think fast, act faster – Identify, troubleshoot, and escalate high-priority issues to prevent downtime and disruptions.
• Collaborate to innovate – Work with senior engineers, account teams, and project managers to resolve complex cloud and networking challenges.
• Stay hands-on – Provide direct support via phone and email, ensuring quick, effective resolutions that keep businesses running smoothly.
• Drive solutions, not just fixes – Deliver lasting resolutions that enhance system stability, security, and customer success.

Required Qualifications:

• High School Diploma/GED (or equivalent experience), with less than 2 years of professional experience, OR a minimum of 2 years of relevant experience in a technical support role.
• Basic knowledge of Microsoft Active Directory (AD) (password resets, security group management).
• Fundamental understanding of networking concepts, including IP addressing, MAC addressing, and Layer 1 vs. Layer 2 networking.
• Flexibility to work alternative days or shifts as required (e.g., Tuesday–Saturday or Sunday–Thursday), with availability across day, evening, or night shifts

Preferred Qualifications:

• Associate’s degree, community college degree, or bachelors degree in a technical field such as Information Technology, Computer Science, Networking, or a related discipline is preferred.
• Experience with FortiGate firewalls, SD-WAN management, and advanced networking concepts, including NAT, subnetting, VPNs, and FortiGate/vShield Edge configurations.
• Familiarity with server performance monitoring, troubleshooting techniques, and MSP environments, including experience with N-able or similar remote monitoring and management (RMM) tools.
• Possession of any of the following certifications is a plus: CompTIA A+, CompTIA Network+, Azure Fundamentals (AZ-900), AWS Certified Cloud Practitioner, Google Cloud Digital Leader, CompTIA Security+, Azure Administrator Associate (AZ-104), Google Associate Cloud Engineer, Fortinet NSE 4, CCNA (Cisco Certified Network Associate), and ITIL Foundation.