Cloud Customer Support Engineer (m/f/d)

at  ZONTAL GmbH

ZONTAL offers the leading data platform for the life science industry. We make digital transformation a reality as we deliver game changing solutions to some of the most complex enterprises. We reduce IT overhead, enable AI/ML applications, optimize time-to-market, and increase compliance. ZONTAL has offices in the US, Europe and Asia. Together with our integration and service partners, ZONTAL supports our customers globally, in any country and any time zone.

Tasks

• Ensure that the customer is supported proactively and reactively. Manage and resolve customer tickets in an accurate efficient manner escalating and communicating with a sense of urgency and good customer care practices.
• Excellent customer interaction skills that include responsiveness and empathy and a calm, measured communication style that provides customers with confidence and assurance.
• Able to manage multiple tasks simultaneously and be an excellent self-starter and self-managed member of the team.
• Effectively ensure incidents and requests are recorded, classified, routed, escalated, and resolved meeting ticketing quality standards. May be involved in generating service and customer performance summaries and reports regarding system and support SLA targets.
• Maintain visibility to and promptly respond to events and alerts to ensure incidents are created and ideally resolved before the customer must report themselves.
• Contribute to the knowledge base in a consistent, accurate manner and assist in growing and maintaining the support portal for customers.
• Own the customer’s issue from beginning to end and be accountable for customer satisfaction issues and propose and drive solutions.
• Participate in or lead Root Cause Analyses and Preventive actions via the Problem Management process.
• Be intimately aware of customer SLAs related to services and support domains and ensure goals and progress towards achieving them are met or exceeded.
• Collaborate with and across Agile teams to design, develop, test, implement, and support technical AWS and related solutions.
• Ability to create, manage, and deploy infrastructure-as-code using CloudFormation or similar.
• Ability to deploy, configure, and utilize monitoring and tracing services, such as Datadog, Grafana etc.
• AWS experience: EC2, ALB, S3, IAM, EKS, serverless (e.g., SNS, SQN, Lambda, dynamoDB), and similar services.
• Knowledge and experience with technologies such as MongoDB, Trino, Redis, Kafka, NATS, Grafana, Airflow, Prometheus, Kibana, Elasticsearch, Keycloak are an added plus.
• Partnering with developers and architects as needed, champion, design, and implement supportability and observability into business-critical cloud-based Platform solutions with automation-first mindset, observability, container design patterns and best of breed cloud tools and architecture practices.
• Excellent troubleshooting skills across technology types, layers and with integrations and data issues.
• Assist in or lead Disaster Recovery and Business Contingency Plan development and repeatable documented success.
• Continually evaluate service and infrastructure usage to effectively manage performance, capacity, and cost – automating solutions, removing toil wherever possible.
• Contribute to technical documentation required to guide on-call engineers and on-board team members.

Requirements

• 4-year degree in Information Systems or equivalent work experience.
• 4+ years of experience with AWS Cloud Solutions including monitoring/observability
• 2+ years experience with ITSM tools, implementation, and practices such as ServiceNow and JIRA Service Management.
• Experience with developing in Python, Powershell, Javascript, C#, Java, etc and ability to write/execute SQL and other scripts.
• 2+ years of experience in the Life Sciences space. Laboratory and Clinical Data experience highly preferred.
• 1+ years of experience with configuration management solutions.
• 1+ years of experience with network/server configuration for automated software deployment
• ITIL Certification highly desired
• Ability to work with a diverse team across many time zone
• Excellent written and verbal communication skills in English
• Located in Germany

• Ensure that the customer is supported proactively and reactively. Manage and resolve customer tickets in an accurate efficient manner escalating and communicating with a sense of urgency and good customer care practices.
• Excellent customer interaction skills that include responsiveness and empathy and a calm, measured communication style that provides customers with confidence and assurance.
• Able to manage multiple tasks simultaneously and be an excellent self-starter and self-managed member of the team.
• Effectively ensure incidents and requests are recorded, classified, routed, escalated, and resolved meeting ticketing quality standards. May be involved in generating service and customer performance summaries and reports regarding system and support SLA targets.
• Maintain visibility to and promptly respond to events and alerts to ensure incidents are created and ideally resolved before the customer must report themselves.
• Contribute to the knowledge base in a consistent, accurate manner and assist in growing and maintaining the support portal for customers.
• Own the customer’s issue from beginning to end and be accountable for customer satisfaction issues and propose and drive solutions.
• Participate in or lead Root Cause Analyses and Preventive actions via the Problem Management process.
• Be intimately aware of customer SLAs related to services and support domains and ensure goals and progress towards achieving them are met or exceeded.
• Collaborate with and across Agile teams to design, develop, test, implement, and support technical AWS and related solutions.
• Ability to create, manage, and deploy infrastructure-as-code using CloudFormation or similar.
• Ability to deploy, configure, and utilize monitoring and tracing services, such as Datadog, Grafana etc.
• AWS experience: EC2, ALB, S3, IAM, EKS, serverless (e.g., SNS, SQN, Lambda, dynamoDB), and similar services.
• Knowledge and experience with technologies such as MongoDB, Trino, Redis, Kafka, NATS, Grafana, Airflow, Prometheus, Kibana, Elasticsearch, Keycloak are an added plus.
• Partnering with developers and architects as needed, champion, design, and implement supportability and observability into business-critical cloud-based Platform solutions with automation-first mindset, observability, container design patterns and best of breed cloud tools and architecture practices.
• Excellent troubleshooting skills across technology types, layers and with integrations and data issues.
• Assist in or lead Disaster Recovery and Business Contingency Plan development and repeatable documented success.
• Continually evaluate service and infrastructure usage to effectively manage performance, capacity, and cost – automating solutions, removing toil wherever possible.
• Contribute to technical documentation required to guide on-call engineers and on-board team members