Senior Cloud Priority Engineer

The Sr. Cloud Priority Engineer serves as a primary technical expert for the company’s cloud products and platform services. In this role, you will be responsible for diagnosing and resolving complex customer incidents, driving cross‑team collaboration, and ensuring a seamless support experience for Managed Service Providers (MSPs) and end-clients.

Key Responsibilities

Technical Expertise & Incident Resolution

• Act as the main technical support expert for designated cloud platform products and services.
• Troubleshoot and resolve a wide range of issues across software, integrated applications, networking, storage, virtualization, and hardware environments.
• Perform detailed technical analysis of customer-reported incidents and define clear remediation plans.
• Submit bug reports, propose solutions, and coordinate resolution of complex technical cases with Engineering teams.
• At all times maintain high level (on target or above) of the manager-assigned and corporate KPIs and deliver on the ad-hoc tasks and projects assigned by the manager.

Cross‑Functional Collaboration

• Report data center level incidents and major release issues to Technology teams and help drive rapid resolution.
• Work closely with R&D, QA, Data Center Operations (DCO), Product Management, and other departments to escalate and resolve platform issues requiring deeper investigation, as well as report on new feature requests in demand.

Customer Interaction & Relationship Management

• Build and maintain strong, trust-based relationships with MSPs in a fast‑moving environment.
• Communicate with MSPs and customers to ensure full understanding, transparency, and satisfaction throughout the advisory or incident resolution process.
• Collaborate with MSPs and customers to conduct testing, apply hotfixes, and validate solutions.
• Maintain deep knowledge of company operations to better support client needs and product usage.

Learning & Knowledge Sharing

• Stay informed of the latest technologies, trends, and advancements in cloud, storage, virtualization, and integrations / business applications.
• Proactively apply new knowledge to improve support quality and platform stability.
• Develop and maintain Knowledge Base articles, best practice guides, troubleshooting workflows, and platform documentation.
• Prepare materials related to installation, upgrades, compatibility, and support processes.

Team Mentorship

• Provide technical guidance and advice to the Support department members as the business requires.
• Review technical findings, analyses, and case approaches to ensure quality.
• Contribute to developing junior staff through mentoring and knowledge sharing.