Cloud Support Analyst in Maidenhead

Overview

We are looking for customer service driven individuals who enjoy problem solving, team collaboration, and are hungry to learn.

As a Cloud Support Analyst, you will be part of the Technical Support department and work with the collection of content and process management Alfresco software products and support our customer and partners with their technical issues related to their solutions with a focus on APIs.

Candidates can be based in any of the following locations:

• Maidenhead, UK Office
• Nottingham, UK Office

What you will be doing

• Troubleshoot and resolve a range of issues utilizing company systems, utilities and support processes with assistance from global team members
• Provide regular and frequent communication to ensure customer is fully advised as to the progress or delay to the resolution of their technical issues in a timely manner
• Provide support for issues regarding the Alfresco enterprise edition (Alfresco also provides an open source community edition)
• Identify and submit software defects to internal team for reviews
• Contribute to internal documentation to fully reflect all activity related to resolution of support request
• Adhere to the Change Control Policy for Cloud environments
• Comply with all corporate and departmental privacy and data security policies and practices, including but not limited to, Hyland’s Information Systems Security Policy

What will make you successful

• Working knowledge of JavaScript or other scripting languages
• Working knowledge of Relational Databases (MSSQL, mySQL, Postgres)
• Working knowledge of cloud infrastructure technologies, such as AWS and MS Azure
• Working knowledge of Windows, Linux, and UNIX (NIX) operating systems
• Ability to read and understand application logs
• Ability to troubleshoot and debug Web applications (Tomcat, JBoss, etc.
• Authentication knowledge (Kerberos, SAML)
• API languages preferred
• Experience in troubleshooting customer service environments
• Critical thinking and problem-solving skills
• Organizational, multi-tasking, and time management skills
• Collaboration skills, applied successfully within a team as well as other areas
• Oral and written communication skills that demonstrates a professional demeanor and the ability to interact with others both internally and externally
• Ability to use sound judgment and appropriately escalate issues for guidance
• Ability to speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
• Able to thrive in a fast-paced environment
• Attention to detail
• Sharp, fast learner with technology curiosity and aptitude
• Ability to participate in the on call rota
• Up to 10% travel time required
• Associate degree in Technical or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job