Senior Cloud Support Engineer

Position Overview:
We are seeking a Senior Cloud Support Engineer to join our dynamic team. In this role, you will leverage your technical expertise to troubleshoot and resolve complex issues in customer technical environments. The ideal candidate has a strong background in cloud infrastructure, networking, and security technologies, with a preferred focus on HSMs, PKI, and key management systems. If you have a passion for solving technical challenges and delivering exceptional customer experiences, this is the perfect role for you.

Key Responsibilities:

1. Technical Troubleshooting and Support:
• Provide advanced troubleshooting and technical support for customer cloud environments.
• Analyze and resolve issues involving networking, system configurations, and application integrations.
• Serve as an escalation point for complex technical issues.
2. Customer Engagement:
• Collaborate with customers to understand their technical environments and tailor solutions to meet their needs.
• Guide customers in best practices for deploying and managing cloud-based systems.
3. System Analysis and Documentation:
• Diagnose performance issues in distributed environments.
• Document problem resolution processes, technical insights, and knowledge base articles.
4. Collaboration:
• Work closely with engineering, product, and operations teams to address root causes of recurring issues.
• Contribute to the design and implementation of support tools and processes.
5. Security Expertise:
• Support the implementation and management of Hardware Security Modules (HSMs), Public Key Infrastructure (PKI), and key management systems.

• Ensure compliance with security standards and protocols.

Requirements

Required:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in technical support or cloud engineering roles.
• Proficiency in troubleshooting cloud infrastructure (AWS, Azure, GCP).
• Strong knowledge of networking concepts, including TCP/IP, DNS, firewalls, and VPNs.
• Hands-on experience with Linux/Unix systems.
• Excellent problem-solving and communication skills.

Preferred:

• Experience with Hardware Security Modules (HSMs), Public Key Infrastructure (PKI), and/or key management systems.
• CCNA certification or equivalent networking expertise.
• Familiarity with IT security frameworks and best practices.
• Experience with scripting languages (Python, Bash) and automation tools.

Benefits

• Health, dental, vision, life, and short/long-term disability insurance

• Paid vacation, holidays, and sick leave
• Competitive compensation and opportunities for advancement
• Retirement plan with employer contribution match
• Welcoming, family-style corporate culture uniquely suited to fast-paced, entrepreneurial, and motivated individuals
• One of San Antonio’s “Best Places to Work” for nine consecutive years
• This job is at our Bulverde, TX office