Cloud (Technical) Support Engineer

About the Position Energy Exemplar is seeking a talented Cloud Support Engineer to join our dedicated team. As a Cloud Support Engineer, you will play a pivotal role in ensuring the reliability, performance, and security of our cloud-based infrastructure. You will work closely with our clients to provide technical support and guidance, helping them maximize the value of our software solutions in their operations. Key Accountabilities and Duties

• Provide exceptional technical support & investigate issues reported by clients by researching and escalating issues.
• Collaboratewith internal teams to troubleshoot and resolve complex technical problems related to Energy Exemplar’s portfolio of products.
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
• Ensuring that every support case assigned to you is managed in accordance with our Service Level Agreement (SLA). This involves prioritizing customer satisfaction by accurately setting expectations and consistently delivering on your promises.
• Document solutions, procedures, and troubleshooting steps for internal knowledge sharing and client support purposes.
• Stay informed about emerging technologies, trends, and best practices in cloud computing and energy markets.
• Participate in on-call rotation and provide after-hours support as needed to address urgent client issues.
• Keep updated with product developments and learn to use the product.

• Proven experience working in a technical support role, preferably in a cloud environment.
• Strong communication skills with the ability to interact effectively with clients and internal teams.
• Strong knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform, including compute, storage, networking, and security services.
• Proficiency in scripting and automation using languages such as Python, Bash, or PowerShell.
• Good knowledge about Debugging tools (Postman / Azure Appinsights)
• Good understanding of networking concepts, protocols, and security best practices
• Excellent problem-solving skills and ability to thrive in a fast-paced, dynamic environment.