Product Support Associate

Job Title: Product Support Associate

Location: National Harbor, MD (Hybrid)

Type: Full Time

Compensation: $50,000 to $60,000 DOE, Annually

Cloudforce is seeking a Product Support Associate that will play a pivotal role in helping our clients harness the power of the Microsoft cloud. The Product Support Associate will work closely with our team of experienced development professionals to monitor the health and performance of our AI product, provide technical support to clients, and assist senior team members in the implementation of Azure-based AI implementations. This role can be a foot-in-the-door for someone who is passionate about cloud and AI technologies and aspires to grow within an organization.

Responsibilities:

• Work closely with the development team to understand product requirements and provide feedback on potential issues.
• Work closely with the product development team to communicate customer issues and ensure they are addressed in future releases.
• Contribute to customer-facing release notes.
• Assist in creating and updating user documentation, FAQs, and support materials to enhance customer experience.
• Respond to inquiries and troubleshoot technical issues related to cloud infrastructure, applications, and services, while following established procedures and policies.
• Respond to inquiries and troubleshoot technical issues related to software product while following established procedures and policies.
• Manage and prioritize support desk tickets and escalate issues as necessary.
• Other duties, as assigned.

Qualifications:

• Experience in a help desk or customer service role, preferably related to product support.
• Excellent communication skills, both verbal and written.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Familiarity with help desk ticketing systems and IT service management processes related to cloud services.
• Ability to work independently and as part of a team.

Preferred Skills and Experience:

• Certifications such as Microsoft Azure AI Fundamentals (AI-900 certification).
• Experience using ServiceNow CSM platform.

You Love To:

• Work in a dynamic team environment.
• Learn and deploy modern technologies.
• Perform as a self-starter and manage your own time.
• Analyze and solve tough technical problems by leveraging leading-edge technologies.
• Demonstrate your expertise through a consultative and collaborative approach to engineering.
• Interact with clients often and maintain excellent working relationships.
• Participate in monthly company outings and quarterly local service projects.
• Eat lunch as a team every Friday and have your hand at conquering our ping-pong champions.

About Us:

Cloudforce is a spirited team defined by the shared values of excellence, growth, teamwork, passion, giving back, and glee. As technophiles, we thrive on the latest developments in our chosen field of expertise: cloud computing. As humans, we are driven by the opportunities to make life better through the thoughtful application of technology. At Cloudforce, these two pursuits combine to form an effective, human-centered approach for making cloud solutions accessible for businesses, app developers, and entrepreneurs, alike.

We offer our employees unique opportunities to learn, grow, and be part of a team that believes in more than just typical nine-to-five activities. We’ve built a culture around openness, inclusiveness, giving back to the community, team building, and growth. Whether it be through monthly team outings, annual trips, or our frequent charitable activities, we’re serious about making each individual feel like they’re part of our team.

At Cloudforce, we realize that as a tech rebel, disruptor, and future AI sensation, you want to work where innovation optimizes your workday and drives your best outcomes. Watch this video to learn more.

Cloudforce is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

Cloudforce offers everything you’d expect in the perfect technology job…

• Outstanding opportunities to learn, grow, and expand your network.
• Excellent compensation, benefits, and generous incentives.
• Complimentary snacks to keep you focused.
• Super cutting-edge technology.
• State-of-the-art workspace.
• Community involvement.
• Great team synergy.

But we also offer a few irresistible extras:

• Friday lunch and shenanigans... on us!
• Incentive program for investing in your growth.
• 401K savings plan and education reimbursement.
• 24/7 access to a modern gym with Tonal and Peloton.
• Free monthly garage parking with direct private access to the office.
• Brand-new, sun-filled National Harbor offices with scenic views of the Potomac, surrounded by shops, restaurants, and more.

P.S.... Wondering about our other essential benefits? Here’s a brief snapshot:

• Medical, dental, life, and short-term disability insurance covered at 100% of the premium for employees and 50% for dependents.
• Paid parental leave, including adoption and foster care placement.
• PTO starting at 15 days during your first two years of employment, 20 days in years 2 through 4, and 25 days after 4 years ( incentives opportunities to earn more PTO!).
• 9 company-observed holidays 2 more floating holidays to cover additional observed holidays or for use as extra PTO.
• And more! Check out our careers page for more details: www.gocloudforce.com/careers/.