NOW HIRING
Technical Support Specialist
About the Role
Support at ZenoCloud is not a call centre. When a client's site goes down, our support engineers are the first line — diagnosing server issues, tracing AWS misconfigurations, and keeping clients informed with clear, specific updates. You'll own the first 30 minutes of any incident. That matters.
This is an AI-first team. Every role at ZenoCloud uses AI tools daily. In support, that means AI-assisted ticket triage, automated incident summaries, and intelligent knowledge base search. You'll use these tools — and help shape how we build them.
What You'll Do
- Own L1/L2 client tickets — diagnose, resolve, or escalate with full context
- Handle live incidents: server outages, 502 errors, SSL failures, email delivery issues
- Write client-facing updates that are calm, specific, and accurate — not vague
- Build knowledge base articles from resolved tickets
- Identify recurring issues and flag patterns to the engineering team
- Postmortem writing: what happened, why, how we prevent it
- Use AI tools to accelerate ticket triage, knowledge base search, incident summarisation, and pattern detection across client environments
What We're Looking For
- 2+ years in technical support or sysadmin role
- Linux command line — you're comfortable diagnosing live server issues
- Basic AWS familiarity: EC2, RDS, S3, security groups
- You read error messages before Googling — every time
- You write clearly under pressure. A calm, specific client update at 3am is a skill.
- Bonus: experience with WordPress, Magento, or Nginx environments
- Willing to learn and use AI tools in your support workflow — we're building AI-assisted support, not replacing it
What You Get
- Competitive salary
- Remote from anywhere in India
- 24/7 on-call rotation (compensated) — you're not on-call every night, but you're part of the team that keeps things running
- Clear escalation paths — you're never stranded on a problem alone
- Structured career path into engineering or DevOps for strong performers