Cloud Support Engineer

We’re on a mission to be the number #1 European cloud platform. While data sovereignty has become a hot topic in the EU, we can proudly say that we’ve been mastering it since 2011.

UpCloud offers the world’s fastest cloud servers from its 15 datacenters around the world. Our customers run business-critical web applications on our IaaS platform and trust us for exceptional performance and reliability. We are proud and work hard to keep our customers happy - in April, our NPS score was 75, and we kept our CSAT over 90%.

To accelerate this growth, we’re looking for a Cloud Support Engineer to join our international, experienced, EU-based Support team. Despite the title, we are looking for a pure technical customer service pro, and not necessarily an actual engineer ;) We’re looking for a social team player who will be the first and foremost initial contact with our European customers.

Main responsibilities:

• Providing an excellent level of support experience via live chat, email, and shared Slack channels

• Technical troubleshooting across all IaaS and PaaS products

• Occasional handling of non-technical customer questions and account queries

• Providing Linux and Windows server-side support and technical troubleshooting

• Assisting users with their UpCloud environments to help them better utilise cloud-native products

• Creating and maintaining internal & external technical documentation

• Responsible for data tagging and analysis to improve service quality

• Team cooperation and company-wide collaboration to contribute to our internal improvements

To succeed in the role, you will need to have:

• A true customer-serving attitude and drive to deliver Europe’s best technical customer service

• A couple of years of experience in technical support and/or customer support-related roles in the internet infrastructure field

• Enough understanding of Linux and Windows-based server technologies to be able to advise customers on them

• Good understanding of the basics of cloud computing, including networking, servers, and Platform as a Service products

• Excellent written and oral communication skills in English

We also appreciate (read: not a must, but a nice plus):

• Basic knowledge of Kubernetes, databases, object storage, and Terraform. You will be trained in these technologies, but it doesn’t hurt to know what they are in advance

There’s no place like 127.0.0.1

Why join UpCloud?

UpCloud is in an exciting phase right now, on track for massive growth in the cloud market. We offer a chance to be part of something big, where you can really make a difference! With our awesome team, products, and excellent positioning in the European cloud scene, UpCloud is in the perfect spot for anyone who wants to learn, grow, and shape the future of cloud tech.

You get to join a driven, highly motivated team committed to making a difference in the market. We have a unique market opportunity in Europe with our strong local infrastructure because our biggest competitors are all US-based, which is what makes this such a captivating opportunity to learn and grow.

The pay range for this role is around 2000-3500 euros per month, depending on your location within the EU and seniority, though not set in stone as we assess each case individually.

We (humans, not an AI) review all applications and get back to all our candidates. That is a promise.

Our benefits:

• Up to six weeks of annual paid vacation

• Flexible and remote-friendly culture

• Occupational healthcare

• Travel insurance

• Sports benefit

• Company events and activities

• Share Appreciation Rights program

• Udemy E-learning platform and budget for training; unlimited business access

• Annual company trip

Want to know more about your future team? Check this out: https://upcloud.com/blog/world-class-technical-customer-support-in-under-2-minutes/