Utrecht, Utrecht, Netherlands
Cloud Support Engineer with 10+ years of experience across IT support, cloud services, and customer success. Former team leader at Barclays, with hands-on roles at Google and OpenText supporting G Suite and SAP integrations. Currently at Hyland, resolving complex cloud issues and mentoring teammates. Certified in AWS, OnBase, and more. Tech-savvy, multilingual, and passionate about smart, people-first solutions.
• Lead resolution of high-severity and escalated technical issues, coordinating across teams to drive timely and effective outcomes • Act as a technical expert and escalation point for complex customer issues related to cloud-based solutions • Mentor and coach team members, providing guidance on troubleshooting approaches and best practices • Conduct case reviews and quality audits to improve consistency and support standards • Drive root cause analysis and contribute to continuous improvement of support processes and workflows • Advocate for customers by ensuring clear communication, ownership, and follow-through on all critical issues • Collaborate with cross-functional teams (engineering, product, operations) to resolve defects and improve product stability • Contribute to internal knowledge base and documentation standards to enhance team efficiency • Support handling of complex inbound issues and ensure proper case classification and routing • Adhere to the Change Control Policy for Cloud environments. Tools/Tech: SQL, Windows OS, cloud environments, internal support systems
- Troubleshoot and resolve complex issues utilizing company systems, utilities, and support processes independently. - Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue. - Maintain ownership of and accountability for customer requests with no oversight; maintain ownership of request and follow through consistently with resolution. - Respond to complex inbound calls for products to support process or production down needs; create case and route to proper queue accordingly. - Identifies and submits software defect cases to internal team for review. - Operate as the subject matter expert within the team for assistance with customer support requests; provide product guidance and support to team members. - Analyze the technical intricacies of supported software and successfully apply that understanding to customer issue resolution. - Monitor issue tracking systems for open support issues and provide assistance and/or troubleshooting suggestions to the owner of the support issue. - May provide guidance to other team members. - Compose and review internal documentation to fully reflect all activity related to resolution of support request; contribute to the development of documentation standards and expected guidelines. - Monitor and pickup complex support cases from customers requesting assistance with the company's software via internal company system. - Adhere to the Change Control Policy for Cloud environments.
Responsibilities: -Providing 24 hour shift support to SAP SE teams for a High Volume Email (HVE) software provided by OpenText. -Daily correspondence with engineers to ensure sustained maintenance for HVE software & interface. -Monitoring IP sender score results and creating daily & weekly reports to send onto SAP SE business partners. -Running a weekly conference call with SAP SE business execs & support teams to manage ongoing tickets. Creating and maintaining necessary spreadsheets for weekly conferences. -High level of dialogue with both SAP SE & OpenText higher management & business execs to provide education on brand new software and manage expectations of brand new contract on both sides. -Providing cover for EasyLink Fax2Mail team, including business support and testing internal systems during maintenance.
-Diagnose and resolve complex customer issues for G Suite products in an engineering support function as part of a global 24x7 global team. -Cultivate and maintain an in-depth understanding of Google's product technology, architecture and implementation. Build and transfer knowledge to Google’s partner support groups. -Guide, or perform design and implementation of new support, productivity or investigation tools in order to increase efficiency for the technical support process. -Act as a consultant and knowledge source for Product Managers, Sales Engineers, Technical Account Managers and Deployment Specialists, resolving technical deployment obstacles, improving the product's vision and making Google's customers successful. -Work closely with multiple G Suite Product Management and Software Engineering teams on understanding ways to improve the product. Interact with Quality Assurance (QA) teams to drive exceptional test quality.
Experienced Help Desk offers extensive troubleshooting knowledge and a broad knowledge of a variety of software applications.Professional has good supervisory and customer service skills with the ability to troubleshoot hardware issues. Summary of Qualifications: • Keep abreast of changes in the standards, technologies or methodologies • Carry out administrative functions • Risk assessment and risk management • Give direction and guidance • Coach and mentor team members • Review assignments for accuracy and quality • Delegate responsibilities • Coordinate application of software releases • Develop and execute company policies • Attend meetings, trainings or seminars • Work with other departments • Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort • Provide the team with a vision of the project objectives • Motivate and inspire team members • Ensure that the Service Desk is an excellent deliverer of Customer Service • Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team