We are looking for people who want to lead, learn, and deliver exceptional customer experience.

CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments.

We are looking for a customer-focused and technically skilled Technical Support Analyst to join our growing global team. In this role, you will provide high-quality technical support and troubleshooting assistance to customers using CloudShare’s virtual lab and cloud environment platform. You will work closely with customers, Customer Success, Product, and Engineering teams to resolve technical issues, improve the customer experience, and ensure customers get the most value from our platform.

The ideal candidate is proactive, detail-oriented, and passionate about solving technical problems while delivering an exceptional customer experience in a fast-paced SaaS environment.

Responsibilities:

• Provide technical support to customers via ticketing systems, email, Zoom, and other communication channels.
• Troubleshoot, investigate, diagnose, and resolve platform, environment, connectivity, and user-related technical issues.
• Take ownership of customer issues and drive them through resolution in a timely, professional, and customer-focused manner.
• Collaborate closely with Engineering, Product, Customer Success, and Sales teams to escalate and resolve complex technical cases when needed.
• Build strong customer relationships by educating customers on platform capabilities, best practices, and product functionality.
• Monitor customer environments and identify recurring issues, trends, and opportunities for improvement.
• Maintain accurate documentation of customer interactions, troubleshooting steps, resolutions, and internal knowledge base articles.
• Support internal processes and contribute to improving support workflows, tools, and overall customer experience.
• Continuously develop technical knowledge and product expertise to stay up to date with platform updates and new features.
• Ensure timely communication and updates to customers throughout the support process.

Requirements:

• Bachelor’s or Master’s degree in Computer Science or a related field.
• 2+ years of experience in Technical Support, Escalation Engineer or a similar customer-facing technical role.
• Experience working in a SaaS, cloud, or enterprise software environment.
• Strong troubleshooting and analytical problem-solving skills.
• Technical aptitude with the ability to quickly learn new technologies and systems.
• Proven experience in troubleshooting and configuring networking (routing/DNS), operating systems (Windows/Linux), and virtual machine/hardware configurations in a cloud environment.
• Ability to prioritize, manage, and escalate customer issues effectively when needed.
• Excellent written and verbal communication skills in English, with the ability to clearly explain technical solutions to customers.
• Customer-oriented mindset with a proactive, positive, and service-focused approach.
• Comfortable working cross-functionally with Customer Success, Product, Engineering, and other internal teams.
• Experience working with support/ticketing platforms such as Zendesk, Jira, Salesforce, or similar tools — advantage.
• Highly organized, detail-oriented, and able to work effectively in a fast-paced environment.

Benefits:
We offer a competitive compensation package including:

• Medical, Dental, Vision benefits
• 401K
• Flexible PTO
• 12 Paid Holidays
• Hybrid work (3 days in office) with modern downtown Denver location
• Free Parking
• Onsite Gym

Compensation Range: $60,000 annual base salary + 10% discretionary annual bonus. 

CloudShare is a fast-growing AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences. Trusted by hundreds of enterprise organizations, CloudShare enables customers to deliver demos, training, POCs, onboarding, and certifications through secure, scalable virtual environments. 

We are looking for a hands-on Production Infrastructure & Operations Engineer whose primary responsibility is supporting and operating our production infrastructure. This role requires strong systems knowledge and practical troubleshooting skills across Linux, containers, virtualization, networking, firewalls, storage, and automation.

The secondary responsibility is corporate IT for our Denver office, including employee technology, identity and access, office systems, and related compliance activities. This is a fully on-site role based in Denver and includes participation in the production on-call rotation.

Responsibilities:

• Participate in the production on-call rotation and troubleshoot infrastructure and service incidents.
• Operate, maintain, and troubleshoot Linux and Windows systems supporting production services.
• Support containerized workloads and the infrastructure on which they run.
• Administer and troubleshoot VMware virtualization, network equipment, firewalls, VPNs, routing, VLANs, DNS, and connectivity.
• Support production storage systems and troubleshoot performance, capacity, and availability issues.
• Investigate incidents across multiple infrastructure layers, identify root causes, and drive issues through resolution.
• Perform infrastructure maintenance, patching, upgrades, and reliability improvements with minimal production impact.
• Automate repetitive operational work using scripting, APIs, configuration tools, workflow automation, and AI-assisted tooling.
• Use monitoring and logging tools to identify problems, improve visibility, and reduce recurring incidents.
• Work closely with Production, Engineering, Support, and Professional Services on operational and customer-impacting issues.
• Own day-to-day corporate IT for the Denver office, including employee devices, office networking, conference-room equipment, and software.
• Manage employee onboarding, offboarding, access, device setup, equipment assignment, and troubleshooting.
• Administer platforms such as JumpCloud, Google Workspace, HiBob, and related systems.
• Execute internal IT and SOC 2-related controls, including access reviews, endpoint compliance, asset tracking, and audit evidence.

Requirements:

• Proven hands-on experience in systems administration, production infrastructure, production operations, or a similar technical role.
• Strong Linux administration skills, with solid experience supporting and troubleshooting Windows environments.
• Hands-on experience deploying, managing, and troubleshooting containerized environments.
• Strong experience with VMware or comparable virtualization platforms.
• Strong practical networking knowledge, including switches, routing, VLANs, DNS, and connectivity troubleshooting.
• Hands-on experience with firewalls, VPNs, and network security.
• Solid understanding of storage systems and technologies used in production environments.
• Strong scripting and automation skills using tools such as Bash, PowerShell, Python, APIs, or configuration-management tools.
• Experience supporting business-critical production environments, including incident response and troubleshooting.
• Ability to independently troubleshoot complex issues across systems, networking, virtualization, and storage layers.
• Strong analytical and problem-solving skills, with the ability to take ownership, prioritize competing work, and drive issues through to resolution.
• Experience supporting corporate IT infrastructure, end-user devices, and employee technology.
• Hands-on experience administering Google Workspace and Microsoft 365 environments.
• Proficiency with AI tools and the ability to apply them to technical work, troubleshooting, and automation.
• Highly organized, proactive, and comfortable working in a fast-paced environment.
• Willingness to participate in an on-call rotation and provide occasional after-hours support when needed.
• Experience with JumpCloud – advantage.
• Experience with SOC 2 or similar security and compliance frameworks – advantage.

Benefits:
We offer a competitive compensation package including:

• Medical, Dental, Vision benefits
• 401K
• Flexible PTO
• 12 Paid Holidays
• Hybrid work (3 days in office) with modern downtown Denver location
• Free Parking
• Onsite Gym

Compensation Range: $110,000 – $125,000 Annually + 10% annual discretionary performance bonus. 

Please note that CloudShare considers various factors in determining pay, including, but not limited to geographic location, qualifications, licensures, certifications, experience, and other skills relevant to the needs of the business. 

● Comprehensive and market-competitive benefits. 

● Complimentary onsite parking in downtown Denver 

● Collaborative team atmosphere that values the contributions of all employees 

CloudShare is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sex, marital or familial status, status as a protected veteran, or any other characteristic protected by law. 

CloudShare is a fast-growing, AI-first SaaS company delivering virtual hands-on labs that help organizations drive customer acquisition, product adoption, skill development, and retention through realistic software experiences.

Trusted by hundreds of enterprise organizations, CloudShare enables customers to create, deliver, manage, integrate, and measure secure and scalable software experiences across technical training, product demonstrations, proofs of concept, onboarding, enablement, certifications, and customer and partner education.

We are looking for an experienced Director of Customer Success to lead and scale our global Customer Success organization across an enterprise B2B SaaS customer base.

Reporting directly to the CEO, this leader will be responsible for driving customer adoption, measurable business outcomes, retention, renewals, expansion, customer satisfaction, and long-term success. You will build strong executive relationships, identify opportunities to expand CloudShare’s use across teams and use cases, and create a scalable Customer Success operating model.

The ideal candidate is a strategic, hands-on customer leader who can operate effectively at both the executive and operational levels. You understand how to translate technology capabilities into business outcomes and can build trusted relationships across technical, business, learning, enablement, and executive stakeholders.

Responsibilities

• Own and execute the Customer Success strategy and operating model across onboarding, adoption, customer health, renewals, retention, expansion, and advocacy.
• Lead, mentor, and develop a high-performing Customer Success team, creating a culture of accountability, customer obsession, collaboration, and continuous improvement.
• Establish clear customer objectives, success plans, adoption strategies, and measurable outcomes that demonstrate the business value of CloudShare.
• Drive Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption, customer satisfaction, time to value, and overall customer health.
• Build scalable Customer Success processes, playbooks, and operational rhythms across onboarding, implementation, business reviews, adoption, renewals, and executive engagement.
• Develop customer segmentation, coverage models, health scoring, and proactive engagement strategies to identify adoption risks and address potential churn or renewal concerns.
• Partner with Sales to support renewals and identify opportunities to expand CloudShare across customer teams, audiences, and use cases.
• Build trusted relationships with senior customer stakeholders and serve as an executive sponsor for strategic enterprise customers.
• Partner closely with Sales, Product, Professional Services, Marketing, Support, and Engineering to deliver a seamless customer experience and translate customer insights into actionable internal priorities.
• Establish Customer Success KPIs, forecasting, and operational planning processes, providing executive leadership with clear visibility into customer health, trends, risks, opportunities, and team capacity.
• Use technology, automation, AI, and data to scale Customer Success and support continued company growth.
• Develop a systematic customer advocacy program, identifying customers for references, speaking opportunities, case studies, and other proof points that demonstrate CloudShare’s value.

Requirements

• 6+ years of leadership experience in Customer Success, Customer Experience, Account Management, or related customer-facing SaaS leadership roles. 
• Proven experience scaling high-growth SaaS companies, ideally from $10M–$50M ARR and beyond.
• Strong track record improving customer retention, adoption, expansion, and overall customer health. 
• Deep understanding of SaaS business models, recurring revenue, customer lifecycle management, and success metrics. 
• Experience working with enterprise customers and executive stakeholders.
• Strong analytical and operational mindset with the ability to use data to drive decisions.
• Excellent leadership, coaching, communication, and cross-functional collaboration skills.
• Hands-on leader who enjoys building processes while remaining close to customers and the business.
• Experience working closely with executive leadership and influencing company strategy through customer insights.

Nice to have

• Experience in customer education, learning technologies, virtual labs, cybersecurity, developer platforms, or technical enablement environments.
• Experience working with enterprise customers and customer success-driven SaaS organizations.

Benefits

We offer a competitive compensation package including:

• Medical, Dental, Vision benefits
• 401K
• Flexible PTO
• 12 Paid Holidays
• Hybrid work (3 days in office) with modern downtown Denver location
• Free Parking
• Onsite Gym

Compensation Range: $140k–$150k annual base salary + 10% bonus 

Please note that CloudShare considers various factors in determining pay, including, but not limited to geographic location, qualifications, licensures, certifications, experience, and other skills relevant to the needs of the business. 

● Comprehensive and market-competitive benefits. 

● Complimentary onsite parking in downtown Denver 

● Collaborative team atmosphere that values the contributions of all employees 

CloudShare is proud to be an Equal Opportunity Employer. All qualified candidates will be considered without regard to race, color, religion, national origin, age, disability, sex, marital or familial status, status as a protected veteran, or any other characteristic protected by law.