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Join us on our mission to enable people to reconnect with nature and be able to work from wherever they are happiest.
V2 Cloud is not a regular tech SaaS start-up. We were and will be Round “O” financed. “O”rganic growth independence means we're not pressured by external investors' interests or timelines, enabling us to prioritize long-term innovation over short-term gains.

We are seeking an experienced and technically proficient Senior Support Engineer to join our support team. This role focuses on resolving advanced technical issues related to Virtual Desktop Infrastructure (VDI) environments, mentoring junior agents, and contributing to continuous improvement across the support function. You will act as a key escalation point and collaborate closely with engineering, product, and architecture teams.

You will:

• Resolve complex technical issues escalated from Tier 1 support.
• Perform advanced troubleshooting and root cause analysis.
• Collaborate with engineering and product teams on systemic issues.
• Create technical documentation and contribute to knowledge bases.
• Communicate clearly with customers on escalated issues.
• Mentor and train Tier 1 support team members.
• Identify and drive process improvements within support.
• Monitor support metrics and provide performance insights.
• Manage critical incident escalations.
• Continuously learn and develop technical skills.
• Identify and implement automation opportunities.

This role is for you if you have/are:

• 5+ years in a technical support or service desk role, with at least 1 year in a senior or 2nd Line capacity.
• Proven experience troubleshooting VDI environments (e.g., Citrix, VMware Horizon, Microsoft AVD).
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Proficient in reading logs, interpreting metrics, and using remote support tools.
• Excellent communication skills (written and verbal) with a customer-first mindset.
• Experience mentoring junior team members or leading small support initiatives.
• Scripting or automation experience (e.g., PowerShell, Python, Bash) is highly desirable.
• ITIL Foundation certification (or similar) is a plus.
• A proactive mind-set with a passion for continuous improvement.
• Ability to remain calm under pressure and effectively manage escalations.
• Strong organizational skills and attention to detail.
• Team player who thrives in a collaborative, cross-functional environment.
• Familiarity with tools like Notion, Slack, Google Workspace, and a password manager (e.g., 1Password).

You'll have the opportunity to contribute creating the best remote work experience for people and companies.
Need more reasons to join?
, stationed on planet Earth (for now), coming from different social realities and experiences, is a blend of youthful energy, dynamic innovators, and customer champions, redefining the way that we live, we work and learn. We believe that Together as a Team (and not just as a collection of people) we are Invincible.
The process?
Instead of talking about resumes too much, we kick off our journey together with an engaging assessment that lets your skills do the talking. So don't hesitate - let's embark on this mission together
We are flexible on the contractor/contributor basis for cooperation, we will discuss it individually to make it best for you and adjust it to your country requirements.

Job Type: Full-time

Experience:

• technical support or service desk role: 5 years (Required)
• troubleshooting VDI environments.: 3 years (Required)

Language:

• English (Required)

License/Certification:

• ITIL Foundation certification (or similar) (Required)

Work Location: Remote