Aug 05, 2024
OVERVIEW: The Cloud Support Engineer II is responsible for ensuring that technical incidents and problem tickets are resolved within the timeframes specified in our Service Level Agreements (SLAs) with customers. Cloud Support Engineers (CSEs) will handle issues documented in our ServiceNOW (SNOW) ticketing system. They are accountable for providing detailed explanations of their problem-solving steps in the work logs of each ticket within SNOW and for daily tracking of the time dedicated to each ticket. The role encompasses addressing a spectrum of issues, from basic to complex, related to cloud or application services for our managed service customers. LOCATION: REMOTE from Fort Lauderdale or Denver Office areas SHIFT: 4:00PM – 1:00AM Second Shift RESPONSIBILITIES: Engage directly with customer on-site and cloud environments to solve simple to complex issues in a managed services environment. Accept tickets from a technical ticket queue or dispatcher and help solve a customer’s...
CloudHesive
Fort Lauderdale, FL, USA
Full time