Job Description

What Joining the Cloudskope Team Means

Customer Service & Support

1. Do you want to empower every person and every organization on the planet to achieve more?
2. Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
3. If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

In Customer Service and Support, we are focused on how we can Empower, Help, and Advise Cloudskope customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Cloudskope products. Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession with customer happiness.

Our culture is built around attributes that drive our every decision and our every action:

Customer Obsession - we exist for and because of the customer. We need people who share that passion and drive to make our customers' experiences easy, insightful, and trusted.

Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things.

Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included.

One Cloudskope - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.

Making a difference - we drive impact by looking for ways to continually improve our day-to-day responsibilities and the connections between our work and others.

About the Role…

Support Engineers (SE) serve as frontline technical resources for Cloudskope’s customers and partners via phone, email, or on-site. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.

You will monitor, maintain and support customer networks, handle customer tickets, and drive them to resolution.

The Impact You’ll Be Making

You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

Responsibilities

Core Responsibilities:

1. Scope a customer’s issue by collecting the relevant facts and investigating the problem by doing your own research and by involving other teams as needed.
2. Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.
3. Act internally as a customer advocate.
4. Empower customers to find information, self-solve when they decide to, and learn more about Cloudskope products, services, and support.
5. Advise customers on how to gain additional value from their Cloudskope products.
6. Document your technical work and research to help your colleagues, improve the product, and improve the support experience.
7. Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations.

Qualifications

Required Qualifications:

1. 3+ years in an IT support role with experience working remotely.
2. Microsoft, Cisco or Network Certifications are ideal.
3. Strong customer communications skills are crucial in this role.
4. Experience with enterprise technologies like Active Directory, Microsoft server, Networks, VLANs, and Firewalls.
5. Experience with Ubiquiti Unifi Networks equipment, configuration, and management.
6. English Language: fluent in reading, writing, and speaking. If English is not the native language, proficiency test results are a plus (e.g. TOEFL, TOEIC, Cambridge English Exams)

Preferred Qualifications:

1. 2+ years of experience in technology, support, training, consulting, architecting, development, network, data center operations, IT admin or operations or equivalent education
2. Bilingual – preferred though not required: Spanish, English

The ability to meet Cloudskope, customer, and/or government security screening requirements is required for this role. These requirements include but are not limited to the following specialized security screenings: Cloudskope Cloud Background Check: This position will be required to pass the Cloudskope Cloud Background Check every two years.

Cloudskope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Cloudskope and the country where you work.

Qualifications

Ideally; You’ll Have:

• PC / Laptop hardware and Windows OS and macOS experience
• Experience with Microsoft Office Application
• Working with various server and client hardware platforms, including Windows, Linux
• Working with various MSP tools including RMM. PSA.
• Experience with Google G-Suite
• Experience with Ubiquiti Unifi Network equipment
• Web/Audio Conferencing, i.e. Zoom, WebEx

Additional Information

Perks and Benefits of the Firm:

• A flexible working policy, allowing some work-from-home
• Vacation after the first 3 months of successful employment
• A friendly, safe, and nurturing environment within a high-rise building.
• A dedicated office, and the latest in technology and tools for every employee.
• All your information will be kept confidential according to EEO guidelines.