📍 Job Overview

Job Title: Cloud Support Engineer II
Company: Zadara
Location: Bangalore, Karnataka, India
Job Type: Full Time
Category: DevOps / System Administration
Date Posted: 2025-07-04
Experience Level: Mid-Senior level (5-10 years)
Remote Status: On-site (Bangalore, India)

🚀 Role Summary

Key Responsibilities: Ensure seamless operation and optimal performance of cloud-based products, monitor system alerts, troubleshoot complex issues, collaborate with cross-functional teams, and maintain high customer support standards.
Key Skills: Technical customer support, communication, interpersonal, customer service, storage technologies, networking principles, cloud computing services, Linux OS, problem-solving, time management, technical documentation, ITIL V3, microservices, configuration management, networking administration, and troubleshooting.

📝 Enhancement Note: This role focuses on maintaining and optimizing cloud-based products, requiring a strong blend of technical expertise, analytical acumen, and excellent communication skills to deliver exceptional customer experiences.

💻 Primary Responsibilities

Monitor and Respond to System Alerts: Actively monitor and respond to system-generated alerts to ensure the smooth operation of cloud-based products.
Troubleshoot Complex Issues: Lead advanced diagnostics, conduct detailed log analysis, perform in-house testing, and open engineering tickets to drive resolution.
Collaborate with Cross-Functional Teams: Work closely with various teams, including engineering and product, to troubleshoot and resolve challenging technical issues.
Maintain High Customer Support Standards: Uphold high satisfaction levels, provide quality technical guidance and training, and maintain a professional, respectful attitude in every customer interaction.
Own Escalations: Take ownership of escalations from the Tier I team and work towards identifying the root cause of customer-facing issues.
Create Root Cause Analysis (RCA) Reports: Prepare comprehensive RCA reports for customers, clearly presenting the issue and the resolution steps taken.
Contribute to Continuous Improvement: Actively contribute to support delivery process improvements and tooling enhancements.
Document Best Practices and Troubleshooting Runbooks: Create clear, comprehensive training materials, incident post-mortems, and troubleshooting runbooks, updating the knowledge base regularly.

📝 Enhancement Note: This role demands a strong focus on problem-solving, attention to detail, and the ability to work under pressure to ensure continuous service availability and high customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's Degree in Computer Science, Engineering, or a related field.

Experience: 4-7 years of experience in technical customer support, with a focus on cloud computing services and storage technologies.

Required Skills:

Outstanding communication skills, both written and verbal, with fluency in English.
Excellent interpersonal and customer service skills, with prior client-facing experience.
Strong understanding of storage technologies (SAN, NAS, object storage) and networking principles.
Proficient in cloud computing services (AWS, Azure, Google Cloud) with a focus on storage and networking solutions.
In-depth knowledge of Linux OS, including system administration and troubleshooting.
Excellent problem-solving skills and the ability to work under pressure.
Effective time management skills, working on multiple issues at once.
Understanding of ITIL V3 concepts, processes, and functions.

Preferred Skills:

Experience with systems and technologies such as VMware, KVM, Docker, Kubernetes, OpenStack, and cloud services (AWS, Azure, GCP).
Solid experience with storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC, S3, Swift).
At least CCNA-level experience in Networking Administration, with L3 network equipment configuration (BGP, OSFP, etc.).
Experience with ip tables in Linux and network-level ACLs.
Full-stack or backend developers are welcome to apply.

📝 Enhancement Note: Candidates should possess a strong technical foundation in cloud computing, storage technologies, and Linux OS, along with exceptional communication and interpersonal skills to excel in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills through case studies showcasing complex issue resolution.
Highlight experience in cloud-based and on-premises storage solutions, including object storage and network configuration.
Showcase proficiency in Linux OS, system administration, and troubleshooting.
Include examples of creating clear, comprehensive technical documentation and training materials.

Technical Documentation:

Provide examples of Root Cause Analysis (RCA) reports, incident post-mortems, and troubleshooting runbooks.
Demonstrate experience with knowledge base management and continuous improvement efforts in support delivery processes and tooling.

📝 Enhancement Note: A strong portfolio should emphasize problem-solving, technical documentation, and customer support skills, with a focus on cloud computing services and storage technologies.

💵 Compensation & Benefits

Salary Range: INR 12,00,000 - 18,00,000 per annum (Based on experience and market standards for mid-senior level DevOps/Support roles in Bangalore)

Benefits:

Competitive salary and benefits package.
Opportunities for professional growth and development.
A dynamic, global work environment with a diverse and inclusive team.
Comprehensive health, dental, and vision insurance.
Retirement savings plans with company matching.
Generous time-off policies, including vacation, sick leave, and holidays.

Working Hours: Full-time, 40 hours per week, with on-call responsibilities including weekends and public holidays as part of a rotational schedule.

📝 Enhancement Note: The salary range is estimated based on market standards for mid-senior level DevOps/Support roles in Bangalore, India. Benefits may vary based on the company's policies and the candidate's eligibility.

🎯 Team & Company Context

Company Culture: Zadara is committed to fostering a diverse, inclusive, and collaborative work environment where everyone can find their edge and make an impact on the Edge Cloud market. They value All Belonging, Accountability Together, Exceptional Focus, Flexibility, Trailblazing, and Zealousness.

Industry: Zadara operates in the cloud computing and edge computing industries, focusing on delivering advanced AI edge clouds and sovereign AI applications.

Company Size: Medium-sized company with a global presence and a diverse workforce.

Founded: 2011, with headquarters in San Jose, California, USA.

Team Structure:

The Cloud Support team is a global, 24x7 operation, working closely with cross-functional teams, including Engineering, Product, and Sales.
The team consists of Tier I, Tier II, and Tier III support engineers, with the Cloud Support Engineer II role serving as an escalation point for complex issues.

Development Methodology:

Zadara follows Agile/Scrum methodologies, with a focus on continuous integration, continuous deployment, and iterative development processes.
The team uses JIRA for project management and ticket tracking, and Slack for internal communication.

Company Website: Zadara

📝 Enhancement Note: Zadara's culture emphasizes diversity, inclusion, and collaboration, with a strong focus on driving innovation and continuous improvement in the edge cloud computing market.

📈 Career & Growth Analysis

Cloud Support Engineer II Career Level: This role is responsible for driving advanced diagnostics, troubleshooting complex issues, and collaborating with cross-functional teams to ensure high customer satisfaction. The engineer is expected to maintain a high level of technical expertise and continuously expand their knowledge of emerging technologies.

Reporting Structure: The Cloud Support Engineer II reports directly to the Manager of Cloud Support and works closely with various teams, including Engineering, Product, and Sales.

Technical Impact: The role has a significant impact on customer satisfaction, service availability, and the overall performance of cloud-based products. The engineer's ability to resolve complex issues promptly and effectively contributes directly to Zadara's success.

Growth Opportunities:

Technical Growth: Expand expertise in cloud computing services, storage technologies, and emerging technologies to advance to a Senior Cloud Support Engineer or a Technical Lead role.
Management Growth: Develop leadership skills and gain experience managing teams to progress to a Team Lead or Manager role within the Cloud Support organization.
Cross-Functional Growth: Explore opportunities to work with other teams, such as Engineering or Product, to gain a broader understanding of the business and contribute to strategic decision-making processes.

📝 Enhancement Note: Zadara offers numerous growth opportunities for technical and leadership development, with a strong emphasis on continuous learning and skill expansion in the cloud computing and edge computing domains.

🌐 Work Environment

Office Type: Zadara's Bangalore office is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Bangalore, India.

Workspace Context:

The workspace is equipped with multiple monitors, testing devices, and development tools to ensure optimal productivity and efficiency.
The team follows an Agile/Scrum methodology, with regular stand-ups, sprint planning, and retrospectives to drive continuous improvement.
The work environment encourages knowledge sharing, technical mentoring, and continuous learning, with regular training and development opportunities.

Work Schedule: Full-time, with on-call responsibilities including weekends and public holidays as part of a rotational schedule to ensure continuous service availability.

📝 Enhancement Note: Zadara's Bangalore office provides a collaborative, modern workspace that encourages knowledge sharing, technical mentoring, and continuous learning, with a strong focus on driving innovation and customer satisfaction in the edge cloud computing market.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, technical proficiency, and cultural fit.
Technical Assessment: A hands-on, live coding challenge focused on troubleshooting complex issues, log analysis, and system diagnostics.
Behavioral Interview: A structured interview to evaluate problem-solving skills, customer service mindset, and cultural fit.
Final Decision: A final review of the candidate's qualifications, technical skills, and cultural fit by the hiring manager and the team.

Portfolio Review Tips:

Highlight complex issue resolution case studies, demonstrating strong problem-solving skills and technical expertise.
Showcase proficiency in cloud computing services, storage technologies, and Linux OS, with a focus on customer support and troubleshooting.
Include examples of clear, comprehensive technical documentation, training materials, and Root Cause Analysis (RCA) reports.
Emphasize experience working with cross-functional teams, collaborating to resolve complex technical issues, and maintaining high customer satisfaction standards.

Technical Challenge Preparation:

Brush up on cloud computing services (AWS, Azure, Google Cloud), storage technologies, and Linux OS.
Familiarize yourself with Zadara's products, services, and the edge cloud computing market.
Prepare for live coding challenges focused on troubleshooting complex issues, log analysis, and system diagnostics.

ATS Keywords: (Organized by category)

Programming Languages: Python, Bash, JavaScript, Java, C++
Cloud Computing Services: AWS, Azure, Google Cloud, OpenStack, Kubernetes, Docker
Storage Technologies: SAN, NAS, object storage, RAID, NFS, SMB, iSCSI, FC, S3, Swift
Networking Technologies: L3 network equipment, BGP, OSFP, ip tables, ACLs, VMware, KVM
Tools: JIRA, Slack, Ansible, Chef, Puppet, Git, Jenkins, Docker, Kubernetes
Methodologies: ITIL V3, Agile, Scrum, DevOps, CI/CD
Soft Skills: Problem-solving, communication, interpersonal, customer service, teamwork, collaboration, adaptability, time management
Industry Terms: Edge Cloud, AI edge clouds, sovereign AI applications, cloud-based products, on-premises storage solutions, network configuration, system administration, troubleshooting, Root Cause Analysis (RCA)

📝 Enhancement Note: Zadara's interview process focuses on assessing technical proficiency, problem-solving skills, and cultural fit, with a strong emphasis on customer support and collaboration in the edge cloud computing market.

🛠 Technology Stack & Web Infrastructure

Cloud Computing Services:

AWS: Zadara leverages AWS services, including EC2, S3, RDS, and Lambda, to deliver its AI edge cloud platform.
Azure: Zadara uses Azure services, such as Azure Kubernetes Service (AKS) and Azure Storage, to support its global Edge Cloud Network.
Google Cloud: Zadara employs Google Cloud services, such as Compute Engine and Cloud Storage, to power its sovereign AI applications.

Storage Technologies:

Object Storage: Zadara's platform is built on object storage technologies, such as S3 and Swift, to ensure seamless multi-tenancy and end-to-end provisioning of compute, storage, and networking resources.
Block Storage: Zadara supports block storage solutions, including iSCSI and FC, for high-performance, low-latency applications.
File Storage: Zadara offers file storage solutions, such as NFS and SMB, for shared file access and collaboration.

Networking Technologies:

L3 Network Equipment: Zadara deploys L3 network equipment, such as routers and switches, to build and manage its global Edge Cloud Network.
BGP and OSPF: Zadara uses BGP and OSPF protocols to establish and maintain secure, reliable connections between its edge cloud locations and customer premises equipment (CPE).
ip tables and ACLs: Zadara employs ip tables and ACLs to manage network traffic, ensure security, and optimize performance.

Development & DevOps Tools:

Version Control: Zadara uses Git for version control and collaboration on its cloud-based products and services.
CI/CD Pipelines: Zadara employs CI/CD pipelines, such as Jenkins, to automate deployment, testing, and release management processes.
Monitoring Tools: Zadara leverages monitoring tools, such as Prometheus and Grafana, to track performance, identify issues, and ensure high service availability.

📝 Enhancement Note: Zadara's technology stack is designed to deliver a groundbreaking distributed cloud platform purpose-built for sovereign AI applications, with a strong focus on cloud computing services, storage technologies, and networking infrastructure.

👥 Team Culture & Values

Cloud Support Team Values:

All Belonging: Foster an inclusive work environment where everyone feels valued, respected, and empowered to contribute to Zadara's success.
Accountable Together: Collaborate effectively with cross-functional teams to drive customer satisfaction, service availability, and business growth.
Exceptional Focus: Maintain a strong focus on problem-solving, technical expertise, and continuous learning to ensure high customer satisfaction and service quality.
Flexibility: Adapt quickly to changing customer needs, market trends, and technological advancements to drive innovation and continuous improvement.
Trailblazing: Embrace a pioneering spirit, continuously seeking new opportunities to expand Zadara's global Edge Cloud Network and drive growth in the edge cloud computing market.
Zealous: Demonstrate a strong passion for customer support, technical excellence, and driving Zadara's success in the edge cloud computing market.

Collaboration Style:

Cross-Functional Integration: Work closely with various teams, including Engineering, Product, and Sales, to drive customer satisfaction, service availability, and business growth.
Code Review Culture: Collaborate with engineering teams to review and improve code quality, ensure security, and drive continuous improvement in Zadara's products and services.
Knowledge Sharing: Share technical expertise, best practices, and lessons learned with team members to drive continuous learning, skill development, and customer satisfaction.

📝 Enhancement Note: Zadara's Cloud Support team fosters a collaborative, inclusive work environment that emphasizes customer satisfaction, technical excellence, and continuous learning, with a strong focus on driving innovation and growth in the edge cloud computing market.

🌐 Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Troubleshoot and resolve complex issues related to cloud computing services, storage technologies, and Linux OS, often working with limited information and tight deadlines.
Performance Optimization: Identify and address performance bottlenecks, optimize resource utilization, and ensure high service availability and customer satisfaction.
Security and Compliance: Maintain a strong focus on security, compliance, and data privacy to protect customer data and ensure regulatory adherence.
Emerging Technologies: Stay up-to-date with the latest cloud computing services, storage technologies, and networking infrastructure advancements to drive continuous improvement and innovation.

Learning & Development Opportunities:

Technical Skill Development: Expand expertise in cloud computing services, storage technologies, and emerging technologies to drive continuous learning and career growth.
Leadership Development: Develop leadership skills and gain experience managing teams to progress to a Team Lead or Manager role within the Cloud Support organization.
Cross-Functional Collaboration: Work with other teams, such as Engineering or Product, to gain a broader understanding of the business, contribute to strategic decision-making processes, and drive innovation and growth in the edge cloud computing market.

📝 Enhancement Note: Zadara offers numerous technical and leadership development opportunities, with a strong emphasis on continuous learning, skill expansion, and driving innovation in the cloud computing and edge computing domains.

💡 Interview Preparation

Technical Questions:

Cloud Computing Services: Demonstrate proficiency in cloud computing services (AWS, Azure, Google Cloud), with a focus on storage and networking solutions.
Storage Technologies: Showcase strong knowledge of storage technologies (SAN, NAS, object storage), including protocols, configuration, and management.
Linux OS: Prove in-depth understanding of Linux OS, including system administration, troubleshooting, and command-line interface (CLI) proficiency.
Networking Technologies: Demonstrate experience with L3 network equipment, BGP, OSPF, ip tables, and ACLs, with a focus on configuration, management, and troubleshooting.
Problem-Solving: Prepare for scenario-based questions focused on troubleshooting complex issues, log analysis, and system diagnostics.

Company & Culture Questions:

Company Culture: Research Zadara's company culture, values, and mission to demonstrate a strong fit and understanding of the organization's priorities and goals.
Customer Support: Prepare for questions focused on customer service mindset, communication skills, and problem-solving techniques to ensure high customer satisfaction and service quality.
Team Collaboration: Showcase experience working with cross-functional teams, collaborating to resolve complex technical issues, and maintaining high customer satisfaction standards.

Portfolio Presentation Strategy:

Live Demonstration: Prepare a live demo of your portfolio, showcasing complex issue resolution case studies, technical documentation, and customer support skills.
Code Explanation: Practice explaining your code, architecture decisions, and troubleshooting techniques clearly and concisely.
User Experience: Highlight your understanding of user experience design principles, accessibility standards, and performance optimization techniques.

📝 Enhancement Note: Zadara's interview process focuses on assessing technical proficiency, problem-solving skills, and cultural fit, with a strong emphasis on customer support, collaboration, and driving innovation in the edge cloud computing market.

📌 Application Steps

To apply for this Cloud Support Engineer II position at Zadara:

Update Your Resume: Tailor your resume to highlight relevant technical skills, customer support experience, and portfolio projects showcasing complex issue resolution, technical documentation, and customer support skills.
Prepare Your Portfolio: Curate a strong portfolio demonstrating problem-solving skills, technical expertise, and customer support mindset, with a focus on cloud computing services, storage technologies, and Linux OS.
Research Zadara: Familiarize yourself with Zadara's products, services, and company culture to ensure a strong fit and understanding of the organization's priorities and goals.
Practice Technical Challenges: Brush up on cloud computing services, storage technologies, Linux OS, and networking infrastructure, preparing for live coding challenges focused on troubleshooting complex issues, log analysis, and system diagnostics.
Prepare for Behavioral Interviews: Prepare for questions focused on problem-solving, customer service mindset, and team collaboration to ensure high customer satisfaction and service quality.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Cloud Support Engineer II