CloudM is an award-winning SaaS company whose humble beginnings in Manchester have grown into a global business in just a few short years.

The CloudM platform is designed to help our customers get the most out of SaaS applications like Microsoft 365 and Google Workspace, automating time-consuming tasks like IT admin, onboarding & offboarding, archiving, and migrations.

Our SaaS data management platform has been used by over 35,000 customers in 107 countries including the likes of LinkedIn, Uber, Netflix, Booking.com, and Spotify.

We have a brilliant team of more than 70 people in Manchester, Europe, and USA. We are still growing, and that means we need more brilliant people who share our ambition to join our team.

Join the Cloud revolution. Join CloudM.

Role Overview:

Reporting to the Support Manager, the Product Support Engineer will join a dynamic team of engineers who specialise in providing high quality technical support to CloudM customers across the globe. This role requires the ability to work within a rotational shift pattern covering CloudM Product Support hours of operation.

Responsibilities:

Manage and maintain your ticket queue

Take ownership of Incidents & Requests related to the CloudM Product Suite

Schedule conference calls or Webex sessions to diagnose customer issues

Collaborate with the PS Team, Product Specialists & development to ensure SLA compliance

Contribute to and expand the existing knowledge base repository

Continuously improve service & product

Additional Requirements

Flexibility regarding start and end times

Evening & Weekend work is a requirement

Skills and Experience:

Key Skills

Technical proficiency in software product support

Proven experience in a customer-facing service desk position

Strong interpersonal and communication skills

Analytical and problem-solving capabilities

Ability to clearly communicate with individuals at all levels, both verbally and in writing, including video conferencing

Excellent written and verbal communication skills in English

Positive attitude with a proactive approach

Customer-service oriented

Inquisitive and interested in using technology to find solutions

Desirable Skills

Experience within a technical service desk

Experience with Zendesk Service Desk or other ITSM solutions.

Experience in SaaS/IaaS

Knowledge of Exchange/Office 365, Google Workspace would be highly desirable.

Exposure to Cloud migration technologies

CloudM Culture:

We are a company consisting of old hands and new faces, all with a passion for technology’s power to simplify. We are developers, designers, marketers and innovators.

We are constantly trying new things, and sometimes getting it wrong. Which is good, as innovation never came from perfection. We work quickly to keep pace with the industry we’re in. We’re proactive, not reactive, and have been that way since day one. We want to have the answers when our customers ask us questions.

CloudM is a remote-first organisation. This means we are not limited to one geographical location. We are committed to attracting and developing a diverse workforce, seeing individual differences as opportunities for innovation and growth. Our company is about culture-add, not culture-fit.

Our DE&I (Diversity, Equity and Inclusion) strategy is ingrained in everything we do here at CloudM. From recruitment and employee engagement to our EVP (Employee Value Proposition). We use gender bias decoders to check our job listings are inclusive and post on LGBTQ+ and neurodiverse job boards for our recruitment. Our EVP includes flexible working hours (we believe flexible working should be the norm, not the exception), generous family leave pay (commonly known as maternity/paternity/adoption leave), EAP (Employee Assistance Program) and mental health first aiders. All of this helps with our team’s work-life balance, removing barriers to childcare or caring for relatives and pets. Our team can do the school run or even go to the gym in the middle of the day. We are trying to build a culture of flexibility and inclusivity for the long term.

What CloudM can offer you:

• Unlimited paid holiday 🌴
• 10 paid sick days 🤧
• Paid certifications and qualifications 🎓
• Birthdays off 🎁
• Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory 📈
• Market-leading parental leave policies 👶🏽
• Various wellbeing initiatives 🧘🏽‍♀️
• High-spec equipment (laptops, phones, etc.) 💻
• Working from home equipment budget 🏠

Location:

Varna, Bulgaria - Office based, remote working is offered beyond probationary period.

Environmental & Social Responsibility:

Our business strives to progress our industry as a whole and are using the B Corporation framework to continuously build on how we can treat our employees, community and environment with respect.

We expect that all of our employees play their part in our social progression plans, whether that’s leading the environmental board, playing a part in the DEI community, participating in a charity support day or simply just following our advice on buying locally and considering the environment when booking a hotel or restaurant. Every bit counts.

Apply Now:

If you are interested in joining one of our teams, get in touch today!

Please send an email including your CV to careers@cloudm.io