Senior Cloud Support Analyst - Remote Position

About the Role

We are seeking a Senior Cloud Support Analyst to join our dynamic team at Infios. This Senior Cloud Support Analyst remote position is perfect for individuals who are passionate about technology and eager to innovate in the supply chain sector. As a leader in supply chain software solutions, we are committed to enhancing operations, reducing costs, and improving efficiency for our clients.

What You'll Do

• Provide high-quality technical support to customers and colleagues across international regions, focusing on advanced server infrastructure and SaaS operations.
• Analyze, progress, and resolve support tickets in line with defined targets and SLAs within a busy service desk environment.
• Collaborate closely with cloud and SaaS engineering teams to develop, maintain, and enhance customer environments across hosted and distributed network infrastructures.
• Produce clear, high-quality technical and customer-facing documentation to support effective knowledge sharing and service delivery.
• Serve as a senior point of escalation for complex technical queries, guiding and supporting colleagues to resolve issues efficiently.
• Investigate, diagnose, and resolve customer incidents and service queries, assessing their impact and assigning appropriate priorities in line with business needs.
• Ensure timely, professional customer communication, maintain accurate customer data, and consistently meet defined SLAs.
• Participate in the Out-of-Hours rota to provide critical P1 support, ensuring continuity of service for urgent customer issues.

Requirements

• Strong knowledge of cloud platforms (OCI, Azure, AWS) and experience managing advanced infrastructure such as WSFC, SQL clusters, routing protocols, and load balancing.
• Proficient in Microsoft operating systems, SQL databases, server hardware, and TCP/IP networking in commercial settings.
• Proven background in IT helpdesk or technical support roles working to defined SLAs.
• Able to maintain robust security and compliance standards to protect customer environments.
• Skilled in scripting tools such as Python and PowerShell.
• Excellent customer service, interpersonal abilities, and fluent written and spoken English.
• Highly organized, detail-oriented, proactive, and able to work flexibly, including resolving urgent issues outside standard hours.
• Acts as a technical role model, supporting the development of wider team capabilities.

Nice to Have

• Experience with Bash and DevOps practices.
• Familiarity with SQL databases and scripting languages.

What We Offer

• Competitive salary ranging from $120,000 to $150,000 per year.
• Remote work flexibility, allowing you to work from anywhere in the UK.
• Opportunities for professional development and career growth.
• A collaborative and inclusive work environment.
• Access to cutting-edge technology and tools.
• Supportive team culture that values innovation and creativity.
• Equal opportunity employer committed to diversity and inclusion.