Data Protection Specialist / Technical support Specialist Level 2 (US Based)
Cloud Employee
Cloud Employee is a UK-owned company established 8 years ago. We connect high-performing software engineers and technical professionals with innovative global tech companies. Our developers become part of international engineering teams, gaining world-class exposure, mentorship, and opportunities to grow their careers.
We invest heavily in staff development, engagement, and well-being—offering job security, clear career progression, personalized training plans, and professional mentoring.
Client Overview
Our client specializes in data protection and managed backup services. They work with enterprise-level technologies to secure data, prevent ransomware threats, and deliver reliable recovery services. Known for excellent customer service and strong client relationships, they are growing rapidly and expanding their technical support team.
Job Overview
You’ll join the Service Operations team as a Level 2 Technical Support Specialist. This role involves both hands-on technical work and direct customer interaction via phone and email.
Key Responsibilities
- Act as an escalation point for Level 1 support issues
- Troubleshoot both basic and complex technical incidents
- Review application logs and escalate to vendors when needed
- Apply patches and update applications
- Implement service and change requests (including client data restores)
- Approve technical changes and maintain monitoring/alerting tools
- Configure and administer backup technologies (Rubrik or Commvault)
- Produce technical documentation
- Collaborate with customers, partners, and Level 3 support teams
- Maintain and obtain required technical certifications
Required Skills
- Proven Level 2 technical support experience
- Strong troubleshooting skills
- Knowledge of backup and disaster recovery technologies (Rubrik or Commvault)
- Understanding of ITIL processes
- Experience in technical customer support environments
- Knowledge of Microsoft Server (2012–2022) and Linux (RedHat, Debian, Ubuntu) operating systems
- VMware (vCenter, ESX, VDS, NSX), Hyper-V or Nutanix exposure
- Familiarity with Azure or AWS
- Microsoft 365 administration
- Basic scripting or automation (PowerShell)
- Strong documentation skills
Optional / Nice to Have
- Experience with public cloud backup management
- Additional certifications in backup or cloud platforms
- Knowledge of network and security principles
Soft Skills & Candidate Characteristics
The client is looking for someone who is:
- Customer-focused and confident in speaking with both technical and non-technical stakeholders
- Must have positive energy and energetic on calls
- Calm and solution-driven when handling escalations or complex issues
- Detail-oriented, especially in documentation and change management
- Proactive in learning new technologies and gaining certifications
- A team player who collaborates effectively across support levels
- Reliable, accountable, and able to manage multiple priorities
What We Offer
- Benefits will be aligned to the State Law
Join Cloud Employee Today
Submit your application below and our talent team will assess your application to determine your suitability for open roles.
