Cloud Support Expert

TL;DR

Cloud Support Expert (SaaS/Azure): Provide technical support and guidance to customers using a SaaS platform managing IoT devices, with an accent on troubleshooting, SLA-based issue resolution, and clear communication of complex technical concepts. Focus on monitoring system health, analyzing logs and alerts, escalating issues with sufficient detail, and feeding recurring customer problems back into product and development.

Company

hirify.global builds retail IoT and data technologies, including a SaaS platform for managing large-scale IoT deployments.

What you will do

• Troubleshoot and resolve customer issues related to the SaaS platform, providing status updates, feedback, and reports within SLAs.
• Use debugging tools, logs, and error reports to diagnose and fix problems, escalating to the right teams when needed.
• Monitor SaaS platform performance and health via dashboards and respond to alerts, performance degradation, or potential downtime.
• Collaborate with Cloud Engineering and Infrastructure teams to maintain optimal uptime and system performance.
• Support customer success through proactive guidance, training sessions, and webinars on product features and updates.
• Create documentation and maintain a knowledge base, reporting recurring issues and trends to product and development teams.

Requirements

• 3+ years of experience in customer support, 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, including familiarity with APIs and integrations.
• Experience with Microsoft Azure tools/services and support tools such as Jira.
• Experience analyzing logs using tools such as Sumo Logic or Azure Application Insights; basic knowledge of SQL and database management.
• Familiarity with DevOps practices and containerized services (Docker, Kubernetes).

Nice to have

• Scripting skills (PowerShell).
• Mastering French, German, or Spanish.

Culture & Benefits

• Hybrid work schedule: two days working from home and three days in the office, plus freedom to work anywhere for up to two weeks a year.
• 35 days of paid time off (PTO).
• Healthcare benefits eligibility begins day one, plus retirement savings plans.
• Commute benefits up to $100/month and company matching for employee donations up to $500 per year.
• Career growth via e-learning opportunities and workshops, with global mobility potential.