Staff Cloud Support Engineer

Who We Are

Zadara is a leading provider of AI edge clouds, delivering a groundbreaking distributed cloud platform purpose-built for sovereign AI applications. Zadara platform powers advanced AI capabilities with the simplicity, agility, and flexibility of cloud computing while ensuring seamless multi-tenancy through fully automated, end-to-end provisioning of compute, storage, and networking resources. Zadara's vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market.

Our Zadarian Culture

All Zadarians are finding their edge by living and breathing our core values; We are One Team, We are Respectful, We are Accountable, We are Achievers, We are Visionaries.

We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work.

What Diversity & Inclusion Mean to Us

We are 'One Team' is one of Zadara's core values and it's more than just a phrase. It reflects our commitment to creating a Culture where every individual feels seen, heard, and valued. At Zadara, we celebrate the richness that comes from a wide spectrum of cultures, backgrounds, generations from Gen Z to Baby Boomers and the unique talents and skills each person brings. Our global team represents a vibrant mix of perspectives that fuels innovation, drives collaboration, and shapes a forward-thinking, people-centered workplace. At Zadara we embrace our differences and turn those differences into our greatest strengths. That's how we grow stronger together.

We are seeking a highly skilled and motivated Senior Cloud Support Engineer with over five years of hands-on experience supporting cloud-based infrastructure and services. In this role, you will act as a key escalation point and play a critical role in ensuring the performance, reliability, and availability of our cloud solutions across diverse environments. You will work closely with engineering, operations, and customer teams to resolve complex technical issues and contribute to continuous improvements in system stability and support processes.

This is a client-facing, technically demanding position that requires strong analytical thinking, effective communication skills, and a proactive, customer-centric mindset. The role includes on-call responsibilities as part of a rotational schedule, including weekends and public holidays, to support high-priority escalations and maintain continuous service availability.

If you thrive in fast-paced environments and are passionate about delivering top-tier support for mission-critical systems, this opportunity offers both challenge and impact.

• Technical Leadership & Knowledge Sharing

• Act as a mentor and coach, fostering technical growth across the team through training, peer reviews, and shared learning opportunities.
• Conduct live training sessions and lead in-depth troubleshooting discussions.
• Create and maintain clear, comprehensive documentation.
• Mentor team members to build collective expertise and strengthen operational capabilities.

• Customer Experience & Support Excellence

• Incident Response & Resolution:
• Build and sustain trusted, long-term customer partnerships by deeply understanding their needs, driving their success, and consistently providing a reliable, positive support experience.
• Provide expert-level support and troubleshooting for complex issues related to our products and underlying technologies.
• Deliver timely, precise, and insightful feedback to customers, demonstrating deep expertise and ensuring they receive clear guidance and confidence in the resolution process.
• Prioritize and manage several open issues at one time, following through to resolution.
• Participate in rotational Standby On-Call on weekends and holidays, to support high-priority escalations and ensure continuous service availability. 
• On-Prem:
• Execute support and operations tasks for on-premises and cloud deployment.
• Troubleshoot, design and deploy advanced L2 and L3 Networks.
• Configuration of servers, networking equipment, and cloud resources.
• Perform when needed operational tasks including, but not limited to SW/HW installations, upgrades, and more.

• Collaboration & Continuous Improvement

• Create and maintain product training programs, certification courses, and comprehensive documentation for both internal teams and customers. 
• Develop materials that enhance product knowledge, support skill development, and ensure consistent understanding across the organization and customer base.
• Document processes and fully maintain the  knowledge base as well as review the quality of the documentation created by other team members.
• Creation and integration of tools for internal and/or external consumption.
• Collaborate with engineering on complex issues by performing deep log analysis, thorough testing, and detailed investigations, ensuring all findings are well-documented. Work closely with engineering to identify root causes, develop solutions, and capture lessons learned, turning escalations into opportunities to improve products, processes, and team knowledge.

• Knowledge & Expertise

• Stay current with product features, enhancements, and emerging technologies.
• Act as the go-to expert for complex technical challenges, demonstrating advanced problem-solving and leadership.

• Additional Support
• Support strategic initiatives, projects and other duties as assigned.

• Solid experience in administration, configuration and tuning of Linux or Windows  systems.
• Solid experience in microservices and orchestration like docker, Kubernetes.
• Knowledge of backup solutions is considered an added benefit, providing a competitive edge in managing comprehensive data protection strategies.
• Knowledge in CSI driver, SNMP, and Active Directory/LDAP configurations.
• Experience with configuration management systems (Ansible, Chef, Puppet).
• Scripting experience (Python, Bash, etc) two
• Excellent communication skills including prior client-facing experience and excellent team player.

• Cloud computing architecture and services (AWS, Azure, GCP) and/or Virtualization systems (VMware KVM, Openstack)
• Storage systems including internal architecture (NAS, block storage, object storage)
• Network design, troubleshooting and equipment configuration including L2 and L3 (switches, firewalls, routers, etc) with a minimum of CCNA level of Network admin

• Bachelor's Degree in Information Technology or Computer Science. 

• Familiarity with Kubernetes and container orchestration concepts.
• Knowledge of ITIL processes and structured incident/problem/change management workflows.
• Certifications such as RHCE, AWS Solutions Architect, CCNP, or VMware VCP are a plus.
• Previous experience in customer-facing technical support or site reliability engineering role.

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Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. Our recruitment process may include the use of AI-powered search tools to proactively identify candidates based on job requirements.

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