Support-related roles

Up to this point, we’ve explored software and hardware-related job roles in the context of cloud computing. Now, let’s delve into the third and final category of cloud roles: support-related positions. Support roles focus around assisting customers in resolving issues and providing support based on their specific needs.

Cloud vendors employ dedicated agents to fulfill these critical support roles. These positions serve as the crucial link between customers and the company, conducting in-depth investigations to identify the root causes of customer issues and assisting them in finding resolutions. Within this domain, you’ll come across various roles, including:

• Support Engineer
• IT Support Engineer
• Cloud Support Engineer
• Customer Engineer
• Customer Engineering Specialist
• Technical Customer Support Specialist.

While the specific skills required may vary from one role to another, the core function remains consistent: providing comprehensive support to customers. As a support specialist, you should possess the following skills:

• hands-on experience with using cloud technologies
• a solid understanding of the specific cloud offerings you’ll be supporting
• proficiency in general computing concepts, encompassing networking, storage, and operating systems, among others
• exceptional communication skills to effectively engage with customers
• the ability to conduct thorough investigations to pinpoint the root causes of issues and devise solutions that meet customer requirements.

Additionally, if you are multilingual and can communicate in languages other than English, it can be a valuable asset, as many companies actively seek multilingual agents to serve a diverse customer base.

What is the demand for these roles?

The demand for support-related roles in the cloud industry is substantial, with numerous job opportunities available. If you find these roles intriguing, we highly recommend conducting quick research on the following platforms to identify relevant job openings that align with your career aspirations.

Optional: research

• Look on job sites such as LinkedIn Jobs, Google Jobs, or Glassdoor for support related roles.
• During your search, pay close attention to the required and preferred skills, and if available, take note of the salary ranges. 
• Evaluate whether the job descriptions resonate with your interests and career goals. Are the compensation packages appealing?
• If you find a role that excites you, compile a list of common skills sought in these positions and prioritise them based on your perceived areas for improvement.

Congratulations! You now have a curated list of skills to develop. The next step will give you the opportunity to test your understanding about cloud computing roles.