Alfresco Cloud Support Analyst 1

Job Description

The CloudSupport Analyst 1 provides firstlevel technical support for cloudbased solutions by responding to customer requests troubleshooting basic issues and escalating appropriately. This role focuses onaccuratecase handling clear customer communication and adherence to cloud support processes.

• Troubleshoot and resolve basic technical issues using established tools systems and support processes under guidance

• Manage assigned support cases ensuring timely followup and accurate resolution

• Communicate case status and next steps clearly to customers with oversight as needed

• Respond to inbound support requests and productionimpacting issues; create and route cases appropriately

• Escalate issues effectively when resolution requires additional expertise or approval

• Identify and submit potential software defects to internal teams for review

• Document troubleshooting steps actions taken and outcomes in support systems

• Follow cloud change control and operational policies

• Support team workflows by monitoring queues and picking up cases as assigned

Technical Skills:

Metrics analysis

AWS Cloud environment

DataDog or Dynatrace experience

• Bachelors degree in a related field or equivalent experience
• 1 years of experience in Technical Support and in Cloud Platform (AWS)
• Experience ina customerservice or technical support environment preferred
• Basic technical aptitude with a willingness to learn cloud technologies
• Strong problemsolving and criticalthinking skills
• Clear written and verbal communication skills
• Strong attention to detail and case documentation accuracy
• Ability to manage multiple tasks in a fastpaced environment
• Ability to use sound judgment and escalate issues appropriately
• Customerfocused mindset
• Ability to learn new tools processes and technologies quickly
• Up to 10%travel