Cloud Engineer I

Cloud Engineer I

The Role:

11:11 is looking for a Cloud Engineer L1 in supporting and guaranteeing a positive post-implementation experience for all 11:11 clients. This position is responsible for the optimization, implementation, and maintaining our organization’s cloud-based systems. The Cloud Engineer will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and also a continuous improvement mindset. This is a full-time position reporting to the Manager of Service Operations.  

What You’ll Do: 

• Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.  
• Deliver support services (via chat, phone and email) to meet 11:11 Systems’ Service Level commitments to customers.  
• Manage the ticketing system intake queue to provide rapid response to new tickets entering the system  
• Provide accurate, professional responses to customer queries and concerns and escalate as necessary within support (L2/L3), to ensure customer satisfaction.   
• Practice extreme ownership of incident ticket(s) within area of responsibility   
• Follow 11:11 Systems best practices for service management.  
• Deliver superior customer service while maintaining professional relationships.  
• All other duties as assigned 

Who You Are & What You’ll Bring: 

• 1+ years recent experience as a technical, hands-on, external customer facing support engineer with active listening skills.   
• Solid understanding of and experience with virtualization technologies, such as Veeam, VMware, AWS, etc.  
• Excellent investigative skills and written, verbal communication skills to effectively and efficiently document client issues.  
• High energy, positive attitude with a desire for technical and professional growth.  
• Detail and goal-oriented with demonstrated technical knowledge and consultative skills  
• Ability to pursue positive outcomes for assigned tasks independently while managing multiple issues simultaneously  
• Strong time management and decision-making skills in conjunction with adaptability and accountability for both.  
• Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS.  

Benefits:

• Healthcare Insurance Plan
• Life Insurance
• Paid Vacation & Holidays
• India Pension Scheme