Cloud Support Specialist

7 days ago

Tanauan, Calabarzon, Philippines beBeeTechnical Full time $90,000 - $120,000
As a Technical Support Engineer, you will play a key role in ensuring the successful deployment and operation of our cloud-based solutions. This involves providing world-class technical support to high-profile enterprise clients and collaborating closely with Research and Development (R&D) to integrate test cases, troubleshoot complex issues, and deliver software updates.The ideal candidate has a solid foundation in AWS services and infrastructure and is proficient in troubleshooting skills in web environments. They are also strong communicators with excellent documentation and organizational skills.This role requires the ability to analyze and resolve product issues efficiently, respond to tickets within defined SLAs, and review and validate HTML/XML templates based on client needs. Additionally, the Technical Support Engineer must be able to meet with clients to resolve technical issues and propose interim solutions when needed.Responsibilities:
  • Provide expert-level support for our cloud-based platform, primarily hosted on AWS/Azure
  • Manage and support large-scale deployments of our services across enterprise environments
  • Collaborate with the consulting team to ensure a seamless handover from implementation to support
  • Analyze, troubleshoot, and resolve product issues efficiently; respond to tickets within defined SLAs
  • Review and validate HTML/XML templates based on client needs
  • Meet with clients to resolve technical issues and propose interim solutions when needed
  • Support and optimize internal IT systems and AWS environments
  • Participate in weekly meetings with R&D to evaluate product updates and bug fixes
  • Conduct regression and functionality testing on new software builds
  • Stay up-to-date and certified on relevant AWS services (e.g., EC2, S3, RDS, Lambda, CloudWatch)
  • Contribute to internal documentation and our technical knowledge base
  • Recommend and implement infrastructure improvements using AWS best practices
  • Work collaboratively with clients, teammates, and stakeholders to meet project goals and deadlines
  • Perform other support-related tasks as assigned by the Head of Support
Requirements:
  • Previous experience in technical or software support, ideally in a SaaS or cloud-based environment
  • Proficiency in AWS services, CLI, and management tools (AWS certifications a plus)
  • Strong troubleshooting skills in web environments (HTML, XML, browser dev tools)
  • Complete fluency in English
  • High sense of ownership and urgency in managing client issues
  • Excellent communication, documentation, and organizational skills
  • Familiarity with software QA, testing methodologies, and version control tool

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