Cloud Engineer
Cloudways
Dec 2016 - Sep 2021 (4 years 10 months)
Deliver exceptional customer support via tickets, chat, email, phone, Slack, and Skype, ensuring timely and empathetic resolution of issues.
Perform complex web migrations, assist with application load testing, upgrades, and deployments, and guide junior team members throughout these processes.
Monitor and respond to alerts and abuse reports across Slack, Sensu, and Zabbix, coordinating with internal teams to maintain service stability.
Handle and resolve complex infrastructure-related queries, escalating critical issues when necessary.
Support junior engineers by providing technical training, mentorship, and escalation assistance for challenging customer cases.
Convert complex chat que