Archive360-posted 11 days ago
Full-time • Mid Level
Remote • Tampa or Jacksonville, FL

About Archive360 Archive360 delivers a modern archiving platform that empowers organizations to address complex data governance and compliance challenges while leveraging AI and analytics. By transforming data into a trusted, accurate, and protected strategic asset, we help organizations achieve their business objectives and drive innovation. Archive360 is looking for a hard-working, flexible, and talented individual to provide proficient-level end-user proactive operations support to our company’s customers. This position requires the ability to diagnose, identify, monitor, research, and troubleshoot a variety of issues. Also requires a courteous and outgoing individual who can coordinate with customers and A360 colleagues in a patient and efficient manner.

  • Proactively monitor and analyze customer Azure environment(s) including Archive2Azure, SMTP gateways, and virtual machine scale sets (VMSS)
  • Coordinate through portal, phone and email submissions with customers and Archive360 organizations to include Support, DevOps, Engineering, Services, Sales, Customer Success, etc.
  • Updating the support portal with technical details for tickets, knowledge articles, improvements to runbooks and constantly follow up on the assigned tickets
  • Monitor, analyze and evaluate customer systems for security, infrastructure, application, and cost to improve or stabilize performance
  • Follow test plans for post change application validation
  • Improving existing programs by evaluating system performance, reviewing proposed changes and making recommendations
  • Maintaining system functionality by testing solution components
  • Achieving solution objectives by collecting relevant data, identifying and evaluating options and suggesting a course of action
  • Maintain customer trust by keeping their information confidential
  • Preparing reference material for users by drafting operation instructions
  • Technical Customer Service: 2 years (Required)
  • Cloud knowledge of Azure or AWS: 1 year (Required)
  • Undergraduate degree or equivalent
  • Successful completion of a background check
  • Proficient in the use of online and remote-connecting software
  • Excellent customer service skills
  • Aptitude for problem-solving ad analysis
  • Ability to focus and follow-through to the resolution of issues
  • Excellent time and task management skills
  • Superb written communication skills to ensure proper recording of all customer interactions and closure of all presented issues as well as prepare accurate, clear, and timely reporting
  • Significant work experience in providing technical support in an Operational capacity
  • Experience in a helpdesk environment such as Salesforce, Azure DevOps, JIRA
  • Ability to find patterns based on previously troubleshooted matters
  • Experience in performing actions in a Windows command shell and/or Linux shell
  • Working knowledge using an Enterprise logging system (i.e. Splunk, Elastic, OpenSearch)
  • Experience with working with API calls
  • Ability to execute application validation testing plans
  • Demonstrated ability to function in a non-scripted helpdesk environment
  • Technical knowledge of email systems and technologies such as Exchange, Office365, SMTP and relays, MS Graph
  • Technical knowledge of Azure and Active Directory
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