Cloud Support Expert

VusionGroup SA • Dallas, TX

10h • Hybrid

About The Position

As a Cloud Support Expert, you will be responsible for providing technical support and guidance to our customers. This role involves troubleshooting issues, providing timely resolutions, and ensuring customer satisfaction. The ideal candidate will have a deep understanding of SaaS products, excellent problem-solving skills, and the ability to communicate complex technical concepts to non-technical users.
Our teams build and maintain our SaaS application, which manages more than 100 million IoT devices, in more than 25.000 stores in 24/7. We are processing more than 200 million of data change every day. Our target for 2027 is to manage 1 billion IoT devices. Reporting directly to the Head of Cloud Operations, you’ll have the following missions:

Requirements

• 3+ years of experience in a customer support role, preferably in a SaaS environment.
• Proven experience troubleshooting technical issues in a SaaS platform.
• Strong understanding of SaaS products, cloud technologies, and web-based applications.
• Familiarity with APIs, integrations, and general cloud technologies.
• Experience with Microsoft Azure tools, resources and services.
• Experience with support tools, such as Jira.
• Experience with logs analysis through tools, such as Sumologic or Azure Application Insight.
• Basic knowledge of SQL and database management.
• Familiarity with DevOps practices and containerized services (e.g., Docker, Kubernetes).
• Excellent verbal and written communication skills.
• Strong problem-solving skills with a customer-centric approach.
• Ability to explain technical concepts to non-technical users clearly and concisely.
• High level of patience, empathy, and attention to detail.
• Bachelor’s or master’s degree in computer science, Information Technology, or a related field.

Nice To Haves

• Scripting capabilities (PowerShell) would be a plus.
• Mastering French, German or Spanish would be a plus

Responsibilities

• Troubleshoot and resolve customer issues related to the SaaS platform.
• Provide status, feedback and reports to customers.
• Guide customers through technical problems and ensure they are fully resolved, within SLAs.
• Use debugging tools, logs, and error reports to identify and fix problems.
• Diagnose and resolve technical issues, working closely with the development team when necessary. Escalate issues to the appropriate teams and with enough details, when needed.
• Actively monitor the performance and health of the SaaS platform using monitoring tools and dashboards.
• Identify and respond to system alerts, performance degradation, or potential downtime events.
• Collaborate with the Cloud Engineer and Infrastructure teams to ensure optimal system performance and uptime.
• Provide proactive communication to customers in case of any identified issues that might impact their service.
• Identify possible improvements and bottlenecks.
• Provide proactive support to customers to help them use the product effectively.
• Conduct training sessions and webinars for customers on product features and updates.
• Gather and relay customer feedback to the product team for continuous improvement.
• Create and maintain detailed documentation of customer issues and resolutions.
• Contribute to the development and maintenance of the knowledge base.
• Report recurring issues and trends to the product and development teams.
• Stay updated with the latest product features, updates, and best practices.
• Participate in team meetings and contribute to process improvements.
• Help to improve support tools and systems to enhance efficiency and customer satisfaction.

Benefits

• Generous paid time off (PTO): 35 days PTO to enable work/life integration and promotes a culture of trust.
• Health & Wellness: Eligibility for healthcare benefits begin day one, plus retirement savings plans.
• Financial future: While retirement savings plans vary by country, we help you plan for your future.
• Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
• Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
• Time off to volunteer and give back to your community.
• Career Growth: E-learning opportunities and workshops, and global mobility potential
• Commute benefits: up to $100/month per employee for commuting expenses.
• Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level