Technical Support Engineer at Hypernode serving as the first point of contact for customer queries. Assisting with technical issues related to web hosting and ensuring high - quality support.
About the role
- Technical Support Engineer providing Azure support for Ingram Micro. Diagnosing issues and delivering a seamless support experience for customers.
Responsibilities
- Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)
- Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
- Diagnose and resolve system outages, performance issues, and configuration errors
- Provide Tier 2 support for cloud-based infrastructure and applications
- Guide users through Azure features, configurations, and best practices
- Escalate unresolved issues to engineering or Tier 3 support teams
- Document issues and resolutions in the support ticket system for future reference
- Create and maintain internal runbooks, FAQs, and technical documentation
- Lead incident response or participate in on-call rotation for critical issues
- Identify support trends and partner with Product & Engineering on long-term solutions
- Accurately and efficiently log all issues and status updates in our internal tracking system.
- Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
- Supporting multiple cloud and hardware solutions
- Contributing to the development of service desk processes and procedures.
- Interacts closely with various departments and vendors to provide timely resolution on issues.
- Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
- Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
Requirements
- High school diploma (or equivalent) required
- Secondary degree preferred
- 4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role
- Azure certification
- Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
- Strong knowledge of Microsoft Azure services and architecture is a must have
- Proficiency in Azure CLI, PowerShell, and diagnostic tools
- Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)
- Excellent problem-solving and communication skills
- Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
- Strong understanding of web technologies, integrations, or system architecture
- Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
- Ability to prioritize user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
- Passion for driving exceptional customer experience.
- Ability to work through ambiguity and thrive in a rapidly changing business environment.
- Strong analytical and problem-solving skills.
- Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
- Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
- Basic understanding or experience working on Linux environments
- General understanding of technologies on Apis webservice: JSON, REST, OAuth..
- Flexibility working some weekends and later hours to help fulfill a 24x7 business
- Passion for providing exemplary customer service, strong customer focus
- Eager to learn new technologies
- Good verbal and written professional communication, fluent in English.
- Self-motivated and proactive in performing duties
- Attention to detail
Benefits
- healthcare benefits
- paid time off
- parental leave
- 401(k) plan and company match
- short-term and long-term disability coverage
- basic life insurance
- wellbeing benefits
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Loan Analyst supporting servicing of CMBS loans at PNC. Collaborating with teams to ensure compliance and timely reporting.
Technician providing IT support for users and maintenance in an inclusive service company specializing in durable jobs for individuals with disabilities. Involves various IT tasks and user assistance.
Join Saab as a Product Support Engineer focusing on Integrated Logistics Support. Collaborate across teams to ensure product meets operational and reliability standards.
Technical Support Engineer supporting enterprise customers with cloud platform. Answering technical questions, troubleshooting issues, and ensuring customer success.
Technical Support Specialist providing post - sales technical support in compressor products. Collaborating with teams to resolve complex issues and enhance customer satisfaction through in - depth training.
Technical Support Senior Engineer providing support to distributors and end users in Comfort Chiller systems. Collaborating with teams for improved product performance and service solutions in the UK.
Technical Support Engineer addressing customer issues and platform improvements at Lilt. Collaborating with teams using AI to transform communication access for all.
Technical Support Technician providing IT support and maintenance services at SONDA. Focusing on user hardware and software assistance while maintaining IT infrastructure.
Technical Support Technician responsible for monitoring SLAs and handling maintenance on desktops, OS installations, and printer repairs. Work in a collaborative environment at SONDA in Jundiaí.