Headquartered outside of Washington DC, Kion (formerly cloudtamer.io) is a fast-growing, Series A-stage startup that develops the leading cloud enablement solution supporting Amazon Web Services (AWS), Microsoft Azure, and Google Cloud. Kion is trusted for making customers’ journey to the cloud more efficient, secure, and transparent. Are you the type of person who is eager to figure out how and why things work the way they do? Does the idea that something is not working as expected trigger an underlying passion to figure out how to solve it? If this describes you and you want to join a passionate team obsessed with customer satisfaction and helping to make the cloud easier for our customers, then Kion wants to meet you!
The Cloud Application Support Engineer will play a critical role in achieving our mission to turn our customers into fans! As the first line of defense for new and existing customers to field product questions, incidents, and feature requests, your ability to understand customer problems and invoke a sense of assurance is critical to the core relationship we seek to achieve. As a critical contributor to the customer journey, you will be responsible for:
Hands-on, technical deep-dive troubleshooting with the customer in their AWS, Azure, and/or Google Cloud environment(s).
Tracking progress and updates throughout the support stages to ensure that tickets are followed through to completion, escalated appropriately, and the solution is documented.
Communicating a detailed understanding of the core problem to stakeholders.
Becoming a platform expert and evangelist — you will understand the core functionality of the platform and how customers desire to use it.
Providing outstanding service to our wide array of users across our federal and commercial customer base.
Responding to and managing the day-to-day ticket queue via Zendesk, ensuring that Service Level Agreement (SLA) targets are being met and that customers are continuously updated on progress to restore full product functionality.
Collaborating with Design & Engineering, Technical Account Managers, and Delivery Managers to get an incident to resolution.
Owning feature requests or bug fixes based on direct customer feedback and interaction.
Contributing to and using knowledge base articles to help customers use self-service support mechanisms.
WHAT WE ARE EXPECTING FROM YOU (I.E., THE QUALIFICATIONS YOU MUST HAVE):
Ability to develop a rapport and relationship with our customers to provide best-in-class customer service and responsiveness – we pride ourselves on this!
2+ years directly supporting a cloud-based application, ideally in a B2B software setting.
Comfort on the Linux command line and MySQL database queries.
Experience with public cloud service providers like Amazon Web Services (AWS) CloudFormation, EC2, CloudWatch, and IAM or equivalent Microsoft Azure or Google Cloud services.
Strong written and verbal communication skills with a focus on being able to convey confidence and ease to customers.
BA/BS in Computer Science or relevant experience.
OUR WISH LIST (I.E., THE QUALIFICATIONS WE WOULD LIKE YOU TO HAVE):
Experience or understanding of microservices-based architectures using Docker.
Experience across multiple cloud partitions like AWS GovCloud, C2S, SC2S, Microsoft Azure Government, and Azure Secret.
Experience with Kubernetes or the ECS Fargate or Azure Kubernetes Services.
Understanding of user identity and authentication protocols, specifically Active Directory and/or SAML/SSO.
Experience in a start-up environment.
WHAT WE WILL PROVIDE IN RETURN:
Kion is a remote-first company. We offer a 100% remote work schedule (US only) as well as an in-office or hybrid schedule if you are local to the DC-Maryland-Virginia area.
Excellent compensation and amazing benefits, including top-of-the-line Blue Cross Blue Shield PPO healthcare coverage with ZERO deductibles. We pay for 100% of the employee AND dependent’s premium for medical, dental, and vision!
3% of direct compensation contribution to your 401(k) (no match required).
Generous time off that includes holidays, sick, and flexible PTO options to allow staff to spend time with friends and family.
Monthly engagements to better connect with co-workers and talk about life outside of work.
A small-team collaborative environment that fosters communication and innovation.
At Kion, we are focused on making people’s lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary Kion cloud governance solution.
If you want to help organizations spend less time managing and governing their cloud, and more time using their cloud, you’ve come to the right place. Apply below and we’ll be in touch shortly!