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, inc