Cloud Support Expert

Overview Are you ready to develop the future of retail? VusionGroup is a fast-growing, fast-paced retail tech company that builds an IoT platform managing millions of devices across thousands of stores. Job Description As a Cloud Support Expert you will provide technical support and guidance to our customers. The role involves troubleshooting issues, ensuring timely resolution, and maintaining customer satisfaction. You will work with our SaaS application that serves 25,000+ stores and manages more than 100 million IoT devices. Responsibilities Customer Support and Technical Troubleshooting Troubleshoot and resolve customer issues related to the SaaS platform. Provide status, feedback and reports to customers. Guide customers through technical problems and ensure they are fully resolved within SLAs. Use debugging tools, logs and error reports to identify and fix problems. Diagnose and resolve technical issues, working closely with the development team when necessary. Escalate issues with sufficient detail when needed. Monitoring and System Performance Actively monitor the performance and health of the SaaS platform using monitoring tools and dashboards. Identify and respond to system alerts, performance degradation or potential downtime events. Collaborate with the Cloud Engineer and Infrastructure teams to ensure optimal system performance and uptime. Provide proactive communication to customers in case any identified issue might impact their service. Identify possible improvements and bottlenecks. Customer Success Provide proactive support to customers to help them use the product effectively. Conduct training sessions and webinars for customers on product features and updates. Gather and relay customer feedback to the product team for continuous improvement. Documentation and Reporting Create and maintain detailed documentation of customer issues and resolutions. Contribute to the development and maintenance of the knowledge base. Report recurring issues and trends to the product and development teams. Continuous Improvement Stay updated with the latest product features, updates and best practices. Participate in team meetings and contribute to process improvements. Help improve support tools and systems to enhance efficiency and customer satisfaction. Qualifications Experience 3+ years in a customer support role, preferably in a SaaS environment. Proven experience troubleshooting technical issues on a SaaS platform. Technical Skills Strong understanding of SaaS products, cloud technologies and web-based applications. Familiarity with APIs, integrations and general cloud technologies. Experience with Microsoft Azure tools, resources and services. Experience with support tools such as Jira. Experience with log-analysis tools such as Sumologic or Azure Application Insight. Basic knowledge of SQL and database management. Familiarity with DevOps practices and containerized services (Docker, Kubernetes). Scripting experience (PowerShell) is a plus. Soft Skills Excellent verbal and written communication skills. Strong problem-solving skills with a customer-centric approach. Ability to explain technical concepts to non-technical users clearly and concisely. High level of patience, empathy and attention to detail. Mastering French, German or Spanish is a plus. Education Bachelor's or master's degree in computer science, Information Technology or a related field. Benefits Generous paid time off (35 days PTO). Health & Wellness: Eligibility for healthcare benefits from day one, plus retirement savings plans. Financial future: Retirement savings plans and planning assistance. Family-First Support: Assistance with family challenges. Hybrid work: 2 days from home, 3 days in the office, and up to two weeks remote per year. Time off to volunteer and give back. Career Growth: E-learning opportunities, workshops and global mobility potential. Commute benefits: Up to $100/month per employee for commuting expenses. Philanthropy: Company matches employee donations up to $500 per year. Additional Information All your information will be kept confidential according to EEO guidelines. J-18808-Ljbffr