Cloudshare

Cloudshare

Technical Support Analyst

Denver, Colorado, United States

Sponsorship not specifiedDetected 49 days ago
Cloud PlatformsLinuxJiraSalesforceCustomer SuccessCustomer SupportZendeskDNSCommunicationProblem SolvingOrganizational Skills

About the role

  • The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment.
  • Monitor customer environments and identify recurring issues, trends, and opportunities for improvement.

Responsibilities

  • Take ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused manner.
  • Collaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when needed.
  • Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles.
  • Support internal processes and contribute to improving support workflows, tools, and overall customer experience.
  • Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features.

Requirements

  • Bachelor's or Master's degree in Computer Science or a related field.
  • 2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role.
  • Technical aptitude with the ability to quickly learn new technologies and systems.
  • Proven experience in troubleshooting and configuring networking (routing/DNS), operating systems (Windows/Linux), and virtual machine/hardware configurations in a cloud environment.

Skills

  • Experience working in a SaaS, cloud, or enterprise software environment.

Compensation

  • $60,000 annual base salary + 10% discretionary annual bonus.

Company info

  • Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels.
  • Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality.
  • Ensure timely communication and updates to customers throughout the support process.
  • We offer a competitive compensation package including: Medical, Dental, Vision benefits 401K Flexible PTO 12 Paid Holidays Hybrid work (3 days in office) with modern downtown Denver location Free Parking Onsite Gym
  • We offer a competitive compensation package including: Medical, Dental, Vision benefits 401K Flexible PTO 12 Paid Holidays Hybrid work (3 days in office) with modern downtown
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This listing is sourced directly from Cloudshare's careers page and normalized into a canonical job model.