Remote Cloud Support Engineer with verification

About Platform.sh

The Platform.sh Platform-as-a-Service (PaaS) removes the complexities of cloud infrastructure management and optimizes development-to-production workflows, reducing the time it takes to build and deploy applications. Delivering efficiency, reliability, and security, giving development teams both control and peace of mind. Built for developers, by developers.

Adopted and loved by 16,000+ developers, 7,000 customers, and proven over the last 8 years - Platform.sh provides out-of-the-box capabilities that serve as the launchpad for creative development teams’ out-of-the-box thinking.

We provide 24x7 support, managed cloud infrastructure, and automated security and compliance with an all-in-one PaaS. We give our customers complete control over their data by keeping applications secure and available around the clock.

Platformers are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.

Bring your expertise and enthusiasm to our growing, global organization. Your contributions, collaboration, and unique point of view are recognized and valued here.

Position Summary:

Platform.sh is seeking Cloud Support Engineers to join our dynamic Customer Success team! In this critical role, you'll diagnose and resolve complex product and service issues for our customers and partners through support tickets, live chat, and occasional voice calls. This isn't your typical call center role—our customers are highly technical, and when they come to us, it's because search engines haven't been able to provide the solution.

On any given day, you’ll leverage your Linux expertise with technologies such as MySQL, DNS, CDNs, SSL, Redis, various programming languages, replication, and system integrations. Prepare to learn something new daily. Join us in revolutionizing support strategies, meeting deadlines, and testing innovative ideas, tools, and tactics. We seek motivators and go-getters who strive to enhance our processes, products, and personal growth. As a Cloud Support Engineer, you are the frontline of our customer experience; when customers think of Platform.sh, they think of you.

This role reports directly to our Senior Customer Support Manager within our Support department. Work at the forefront of our mission by championing innovation and tapping into your technical acumen.

What to expect:

• Troubleshoot Infrastructure Issues: Address problems related to the underlying infrastructure running customer applications.
• Diagnose, Debug, and Document: Identify, analyze, and document issues in both applications and systems.
• Deploy and Configure Cloud Resources: Set up and manage cloud infrastructure resources.
• Bug Troubleshooting and Reporting: Reproduce, troubleshoot, and report bugs.
• Product Expertise and Documentation: Become a product expert and work towards improving customer-facing documentation.
• On-Call Shifts: Participate in limited on-call shifts, providing timely responses to high-priority tickets and incidents.
• Autonomous Work: Operate under limited supervision with considerable latitude for personal initiative.
• Customer Support: Respond to customer inquiries via our ticketing system, ZenDesk.
• Customer-Facing Calls: Occasionally join customer-facing calls to assist in issue resolutions.
• Team Training: Participate in training teammates.ar and empathetic customer support.

What you bring:

• Linux System Administration Expertise: Strong knowledge and experience in Linux system administration.
• Web Development Experience: Proficiency in web development using PHP, Python, Ruby, or Go.
• Git Proficiency: Skilled in using Git for version control.
• DNS Management Familiarity: Understanding of DNS management.
• TLS and Encryption Knowledge: Solid grasp of TLS and encryption protocols.
• Exemplary Communication Skills: Ability to provide clear and empathetic customer support.

Bonus points for:

• Expertise in nginx, Galera, GlusterFS, and Puppet.
• Familiarity with platforms such as Magento, Symfony, TYPO3, and/or Drupal.
• Knowledge of CDNs, Varnish, and web caching strategies.
• Experience with AWS, Microsoft Azure, and Google Compute Engine.
• Proficiency in containerization technologies and methodologies.
• Understanding of CPU, CI/CD workflows, SSH keys, and web servers.

Where we hire:

At Platform.sh, remote work isn't just a trend - it's our way of life. The freedom of remote work with the support of a diverse, global team has been our successful model for nearly a decade! Our culture celebrates flexibility and collaboration, empowering you to excel from where you are. To enhance team synergy, we come together (at least) once a year in person, seizing the opportunity to connect, tackle challenges, and foster camaraderie.

How we hire:

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.

You can expect 3 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Platformers. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment.

• 45 Minutes with Talent Acquisition
• 60 Minutes with Team (Senior Customer Support Manager and Customer Support Managers)
• 60 Minutes with Hiring Manager, Senior Director, Customer Support in Customer Success

All roles require background checks.

What we offer:

? An innovative product you can believe in. We’re sustainably changing the way companies develop and manage their web applications

? We’re voted as A Best Place to Work by 96% of our employees, Forbes Top 30 Companies for Remote Jobs, and France Best Workplaces for Women

?️ Leadership that cares in a flexible, open work environment, where your voice is encouraged. We can always find ways to do better and look forward to hearing your ideas

? Global team, rich with culture and diversity

? Annual team gatherings

?‍♀️ Wellness budget

? Professional development budget

? Office equipment budget

? Mentorship Program

? Comprehensive health coverage (US, CA, UK, and FR employees only)

? Generous PTO (geographically dependent)

? Inclusive parental leave (geographically dependent)

? Tandem – a pool of linguists from around the world willing to help each other learn new languages.

? Company stock options (discretionary)

You’re welcome here.

At Platform.sh, we take pride in our commitment to being an inclusive and diverse workplace. We strive to create an environment built on trust, support, and respect for all individuals. We welcome everyone, regardless of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, creed, gender, national origin, age, marital status, pregnancy, education, languages spoken, or veteran status. We encourage you to be yourself, connect with like-minded individuals, and share your passions.

If you require accommodation at any stage of our recruitment process, please don't hesitate to reach out to your talent acquisition partner. Your comfort and accessibility are important to us.