The Role:
11:11 is looking for an experienced Cloud Engineer II in supporting and guaranteeing a positive post-implementation experience for all 11:11 customers. This position is responsible for the optimization, implementation, and maintenance of our organization’s cloud-based systems. The Cloud Engineer II will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and a continuous improvement mindset. This is a full time position reporting to the Manager of Service Operations.

Responsibilities:

* Represent Cloud Support by being the initial point of contact for our customers while ensuring they feel supported and valued.
* Deliver support services (phone and email) to meet 11:11 Systems Service Level commitments to customers.
* Manage the ticketing system intake queue to provide rapid response to new tickets entering the system
* Triage incoming support tickets for 11:11 Systems Enterprise Cloud Infrastructure and Disaster Recovery Customers.




* Act as an escalation point for Cloud Support Engineers (L1) to resolve customer issues.
* Participation in an on-call after hours rotation.
* Escalate and work alongside teams within 11:11 Systems infrastructure, development, product etc. – via escalation to L3 Support.
* Practice extreme ownership of incident ticket(s) within area of responsibility
* Follow 11:11 Systems best practices for service Management.
* Deliver superior customer service while maintaining professional relationships.
* Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
* Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
* Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy ack

📌 Cloud Engineer II (Gadwanti)
🏢 11:11 Systems
📍 Gadwanti