Sr. Cloud Support Engineer

8+ years of experience in supporting large enterprise customers
Strong TCP/IP knowledge
Advanced knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO
Advanced troubleshooting experience across a multitude of networking and security technologies
Experience with DLP and Encryption gateways
Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows based systems (prior Active Directory/LDAP experience desirable)
Expert in troubleshooting various scenarios and systems by using knowledge of common tools (tcpdump) and protocols (TCP/IP, NTP, DNS, DHCP, etc.)
Experience with cloud apps and services
Strong empathy for customers AND passion for revenue and growth
Advanced Communications and Interpersonal Skills required, with a passion for the Cloud and related new technologies.
Prior experience working with Salesforce ServiceCloud or other support portal tools
May be required to have a flexible schedule that includes some weekend days

Be the primary point of contact for customer support and escalation cases
Regularly communicate status updates to Customers
Be intuitive and inventive to troubleshoot issues and find workarounds for customers
Work collaboratively with peers, customers, Sales, Customer Success, and others
Receive functional, performance and security issues from Customers and promptly follow-up with Engineering and DevOPS
Be a self-starter with the ability to multi-task in a high-pressure, fast-paced, fast growth environment
Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Support Portal
Comply with published response response associated with customer support cases
Regularly communicate with customers via video conference and telephone
Cross-functional collaboration with other departments
Develop and implement plans of action to proactively address customer needs