The Role: 11:11 is looking for a Cloud Engineer L1 to support and guarantee 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 L1 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 (via chat, 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
- Participation in an on-call after hours rotation.
- Provide accurate,



professional responses to customer queries and concerns and escalate as necessary within support (L2/L3), to ensure customer satisfaction.
- 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 qualified 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 acknowledgements
- Additional duties as assigned

Qualifications:
- High school diploma and 1+ years recent experience as a technical, hands-on, external customer facing support engineer with

📌 Cloud Engineer I (Pune)
🏢 11:11 Systems
📍 Pune