Sr. Cloud Support Engineer

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

As a Principal Engineer, you will be playing a key role in maintaining the operational integrity of the Verizon Cloud service by providing customer support for new and current features and services, as well as identifying possible undiscovered issues before they cause significant user impact. This role will require strong analytic skills utilizing various platforms to identify potential negative service trends. It will also require a strong understanding of storage technologies, release management, and application eco system integration. This role will require working closely with the Commercial and Product teams to align the application integrity, with the user experience, while maintaining the Verizon Customer first perspective. The PE will also work closely with the vendor, documentation groups, Commercial teams, Verizon infrastructure engineering, and UAT teams to deliver and launch feature sets, maintain and troubleshoot Application clients, and coordinate release planning for the VZ Cloud products and services. Apart from execution, the PE will also be responsible for overall performance excellence of the App Support Team, driving the initiatives towards improving customer experiences while maintaining and improving baseline KPI.

Responsibilities include, but are not limited to the following:

• Building strong cross-functional partnerships at multiple levels within the company, including commercial, engineering, and operational services.

• Managing and clear executive level customer complaints

• Working closely with the QA team to align on feature mapping, patch updates, and feature expectations to prepare a coordinated support response prior to each release.

• Defining goals and conditions for team members in the various aspects of support monitoring from in-app ticking, general email feedback, and public forum updates.

• Staying up to date on Frontline Care liaison Monitor knowledgebase articles and guides to ensure that guidance matches current application functionality.

• Working with development teams and vendors to identify consumer pain points and areas of feature enhancement based on real-time user feedback

• Managing Vz Cloud Support team contractors including hiring, retention, and task assignment.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Willingness to travel up to 25% of the time.

Even better if you have one or more of the following:

• Relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience working on mobile/Web/ and Desktop technologies/applications.

• Experience in mobile application data analytics IE: Instabug, Localytics etc.

• Experience managing a customer-focused support team in a technical field.

• Advanced knowledge of the product application analytics and troubleshooting

• Experience in developing and improving mobile applications.

• Strong exposure to demand and vendor management inside high availability, low latency environment

• Expert knowledge of Jira ticketing systems

• Ability to collaborate and interact across functional boundaries and across multiple organizational levels

• Excellent written and verbal communication skills

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.