##### Job Description :
**Who We Are**
Provenir is a global fintech company with offices across North America, the
UK, and Singapore. Provenir helps fintechs, financial institutions, and
payment providers make smarter decisions, faster. We are passionate about
technology and empowering businesses to become industry leaders. As a leading
provider of decisioning and analytics products for financial services and
other industries, we empower businesses to create digital-first decisioning
solutions that drive business growth. If you’d like to work at an innovative
fintech with a global footprint that is redefining the industry, then we want
you!
**What You'll Do**
The Cloud Support Engineer will provide world class application and platform
support for Provenir’s commercial Cloud Products to our global client base
striving to meet the highest level of customer satisfaction by resolving
issues in a professional and timely manner.
This is a remote role, and the successful candidate will join the team to
support clients in the EMEA region.
**Essential Job Functions**
* The Cloud Support Engineer expedites issue resolution and enhances our support processes for our SaaS system.
* This role is a part of a 24/7 support team.
* Handle questions, diagnose problems and resolve technical issues for clients and in areas of networking
* Report/escalate issues through the appropriate channels
* Effectively communicate information with team members and clients
* Proactively identify ways to avoid recurrence of client issues by improving processes, reviewing technical articles, and recommending changes.
* Strive to meet the highest level of customer satisfaction by resolving customer issues a professional and timely manner
* Adhere to appropriate policies and escalation procedures and collaborate with the other areas for 2nd and 3rd level support.
**Qualifications, Strengths and Skills**
**Experience-** 3+ years providing technical support for SaaS-based
applications for commercial clients
**Education-** Associates Degree in Computer Science/Engineering or equivalent
technical certifications
* Strong expertise in managing Public Cloud Infrastructure such as AWS, GCP or Azure
* Strong Networking experience in areas of Virtual Private Networks, subnet routing, firewall rules, DNS
* Strong expertise in Linux system administration
* Solidly grounded in the fundamentals of Cloud, Network and System security
* SQL Database experience highly recommended
* Demonstrated ability to execute and monitor escalation procedures
* Experience using Zendesk ticketing software
* Excellent communication and interpersonal skills
* Exceptional customer service skills
* Solid problem-solving skills
* Excellent follow-up and follow through skills
* Must be adaptable with the ability to remain cool under pressure, offering suggestions and maintaining superb customer service skills in all situations
* Experience working with an international client base is a plus
Our employees are our top priority, we offer comprehensive health and wellness
plans. You will enjoy paid time off and company holidays, flexible and remote-
friendly opportunities, and maternity/paternity leave along with retirement
benefits to plan for your future.
_At Provenir, we recognize that diversity and inclusion make our teams
stronger. We are committed to equal employment opportunity and welcome
everyone regardless of race, color, ancestry, religion, national origin, age,
sex, gender identity, sexual orientation, disability, marital status, domestic
partner status, citizenship, or veteran status or medical condition. We
encourage people from all backgrounds to apply._
