Cloud Support Engineer (EU Remote)

Gurobi Optimization

Gurobi Optimization

Customer Service
Remote · Europe
Posted on Wednesday, January 31, 2024
At Gurobi Optimization, we're on a mission!
A mission that focuses on mathematical optimization – it's all that we do. We empower our customers to expand their use of mathematical optimization technology in order to make smarter decisions and solve some of the world's toughest and most impactful business problems. We're looking for passionate, dedicated, innovative game-changers to join our team and drive the future of Gurobi.
Think you have what it takes to be a Gurobian? Read on...
1. Do you enjoy solving complex problems?
2. Are you passionate about Optimization?
3. Do you like being part of a team and working collaboratively?
“If you have answered “yes” to these questions, please keep reading to hear more about an exciting new opportunity at Gurobi.
The Position:
As a Cloud Support Engineer at Gurobi Optimization, you will be part of the Gurobi Experts, Technical Advisory, and Support team. In this role, you'll be a crucial link between Gurobi and our global customer base. You'll address technical inquiries, offer phone support, and assist with product installation, licensing, and architecture setup, all while troubleshooting issues related to our Cloud and Compute Server products.
Your work will extend beyond support, as you'll contribute to enhancing the user experience, develop technical resources. If desired, you also get the chance to showcase our product's features through presentations at technical conferences and webinars.
Collaboration is vital, and you'll work closely with a highly skilled team, actively participating in knowledge-sharing sessions, team meetings, and discussions to foster a culture of continuous learning.

What will you be doing?

  • Address technical support inquiries from a global customer base primarily through an online ticketing system.
  • Provide video/phone support for customer queries.
  • Assist customers with product installation, licensing, architecture setup, and troubleshooting issues related to our cloud and compute server products.
  • Support various customer-facing online services, focusing on incident resolution, efficiency improvements, and enhancing the user experience.
  • Develop technical articles and documentation for the Gurobi website to serve as valuable resources for our users.
  • Showcase new product features and capabilities by presenting at technical conferences and webinars and engaging with product users during these events.
  • Collaborate closely with a highly skilled team on projects spanning multiple domains and areas of expertise.
  • Actively participate in knowledge-sharing sessions, team meetings, and discussions to contribute to the team's collective expertise.

What experience and qualifications should you have?

  • Master's degree in Computer Science or equivalent discipline/experience.
  • Proficient in both written and verbal English.
  • Proficiency in high-level programming languages like Python, Java, or C++.

What skills and abilities should you have?

  • Expertise in system administration.
  • Strong commitment to continuous learning.
  • Effective written and verbal communication abilities.
  • Ambitious and eager to work in the tech industry and gain product knowledge.
  • Preferably, knowledge of mathematical optimization.
  • Familiarity with cloud computing platforms such as Amazon AWS and Microsoft Azure is essential for Cloud Support Engineers because these platforms often form the basis of modern cloud-native infrastructure.
  • Cloud Support Engineers must understand how to provision and manage resources on these platforms, leverage their services (e.g., virtual machines, container services, databases), and optimize costs.
  • Knowledge of cloud security, networking, and best practices is also vital for ensuring a secure and performant platform.
  • Proficient in container technologies like Docker and Kubernetes.
  • Experienced in databases, particularly MongoDB.
  • Familiar with HTTP and REST APIs.
  • Skilled in web-based system network security.

What other requirements should you have?

  • Excellent communication skills to convey technical information clearly to both technical and non-technical stakeholders.
  • A commitment to staying updated with the latest cloud technologies, DevOps practices, and infrastructure trends to effectively adapt and implement new solutions.
  • Strong problem-solving skills and the ability to diagnose and resolve complex issues in a timely manner.
  • Demonstrated ability to work autonomously and effectively manage tasks and projects without constant supervision.
  • Consistently meeting commitments, deadlines, and responsibilities, demonstrating high trustworthiness and dependability.

Your Alignment with our Gurobi Core Values:

  • Customer Focus: Verbal & written communication skills that bring clarity and build trust.
  • Power of the Team: Motivated with a team-oriented mindset that aims to both inspire and be inspired by others.
  • Innovation: The courage to bring ideas forward and see yourself as an integral part of our global team.
  • Dedication: Organized and agile, focusing on meeting professional objectives while promoting a healthy work/life balance.
  • Integrity: Promise to uphold honesty as your compass and conduct all business practices with an ethical mindset and fiscal responsibility.
Do you know Gurobi?
Gurobi is an innovative remote company full of smart, committed professionals who are passionate about helping people solve tough problems through optimization. We balance work and fun while continuing to build a successful company that experiences growth in a sustainable way with purpose. When you join Gurobi, your voice matters. We believe in the power of people and never stop improving our work culture.
We produce the most advanced and respected commercial solver software globally. Our Gurobi Optimizer is the engine used by over 2,500 clients in over 40 industries to turn data into smarter decisions. It allows our users to state their toughest business problems as mathematical models and then automatically considers billions - or even trillions - of possible solutions to find the best one!
Just to show you how versatile our solver is - one of our clients is the NFL. We maximize league revenue by solving one of the world’s most complex scheduling problems. Can you believe it had over 800 trillion possible solutions? We get so excited for these possibilities!
Our enterprise clients include Apple, Google, Microsoft, Siemens, and SAP - just to proudly name a few.
Did you know we have been remote since 2008? It's true. The size of our team has tripled in 3 years just to keep up with our global support needs. While growth does require the business to evolve and change over time, we stay centered on our 5 core values: Customer Focus, Integrity, Dedication, Innovation, and The Power of the Team. That's why Gurobians will be the first to tell you that when you join Gurobi - you join a company that you can help drive far into the future.
What we offer?
· 100% work from home
· Comprehensive compensation benefits programs
· Generous time off and leave programs
· Fun virtual meetups and classes
· Real work/life balance
· Reimbursement for any new home office furniture
· Worldwide team and company offsite meetings - business travel reimbursed
· Continuous review of programs – based on continuous feedback from our people.
Our Core Values
We strive for continual improvement in our product and in our business. We develop cutting-edge technology, take measured risks, and use critical thinking to evaluate new ideas.
Customer Focus
We are dedicated to helping our customers, partners, and academic community succeed with mathematical optimization.
We endeavor to be honest, trustworthy, and transparent in everything we do. We are fair, respectful, and inclusive of everyone.
We love the work we do and are proud of the impact we have.
The Power of the Team
We celebrate the fact that we are an international, multigenerational, and multicultural team that works together to create a whole that is greater than the sum of its parts.
Our Commitment to Diversity, Equity, Inclusion & Belonging
We are committed to a healthy work environment at Gurobi. We believe that different perspectives lead to better ideas and better ideas allow us to better understand the needs and interests of our diverse global community. We welcome different backgrounds, experiences, abilities, and perspectives. Gurobi is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, veteran status, sexual orientation, gender identity or expression, marital status, genetic information, or membership in any other legally protected category.
What does working remote for a global company mean at Gurobi? We require you to be eligible to live and work in the location where the position is needed. You can see the location of this position at the top of the posting within the Region/Location/ Travel line. Region pertains to the area that the role primarily supports. Location pertains to where you would need to reside to be considered.