Cloud Employee, is a UK-owned Philippines business established 8 years ago. We connect high-performing software engineer talent in the Philippines with some of the world’s leading and most innovative tech companies. Developers join to work from the Philippines as part of international engineer teams and grow their CV and skill-set.

We pride ourselves on being supportive and cutting-edge work that continuously invests in staff development, engagement and well-being. We provide security, and career paths, along with individual training programs and mentoring.

For Support Tasks:

Prioritize active support tasks over development tasks.

Enable notifications during work hours for new support tickets in the Support Slack Channel or FreshDesk App.

Follow these steps when reviewing support tasks:

1. Identify the customer using cust_id, domain name in email, or mentioned domain name.
2. If the customer can't be identified and the issue is urgent or critical, request organization and domain details.
3. Do not reply to non-client customer tickets.

Access the client's dashboard using the Management Dashboard.

1. Identify the SLA based on the customer's plan and meet response time commitments.
2. Determine task priority:
   
3. Critical issues escalate to the UK.
4. Urgent issues related to imminent events or marked as such.
5. Non-urgent issues like developer, API, sales, or billing inquiries.

Urgent Response:

For critical or urgent issues (Standard plan or higher):

1. Quickly answer or request clarification.
2. If resolution takes over 20 minutes, inform the client and work on a solution.
3. Use the AI Agent for drafting responses.
4. Escalate critical issues to the UK.
5. Alert the UK for uncertain resolution of urgent issues within 2 hours.

Non-urgent responses:

1. Respond within the hour for Plus, Professional, or Enterprise customers. No immediate UK escalation is needed.
2. Use the AI Agent to draft responses, verifying accuracy before sending. Add a note for the UK to review if uncertain.

For Development Tasks:

• The UK team may assign tasks related to Integrations, including code optimization, bug fixes, and SDK contributions.
• Address these tasks when there are no active Support Tickets or monitoring concerns.
• Task details will be provided in Support Tickets with notes.
• Discussions can occur on Slack or during end-of-day meetings.
• Access to specific Client’s repositories on GitHub is available, but not for production deployment.
• Access to staging/development environments is granted as needed for projects.

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• Senior Level development/engineering experience (5 years+)
• Extensive JavaScript knowledge and experience including in-depth experience of three or more of: (Plain/Vanilla JavaScript, TypeScript, Node.JS, React)
• Solid understanding of web fundamentals: (HTML, CSS, HTTP, API’s, DNS, GIT/Version Control)
• Solid understanding of security fundamentals (SQL Injection, XSS, Secure Programming Principles (OWASP), SSL, Protection of Personal Data)
• Excellent command of the English language, both spoken and written.

Highly Beneficial:

• AWS or Google Cloud
• Cloudflare
• PHP / WordPress / Woo Commerce
• .Net
• Shopify
• Akamai

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• Competitive Salary Package
• Benefits package include HMO, training allowance, gym or food allowance, educational assistance for dependent, and more
• An annual salary increase, as laid out in the contract
• Free food and drinks provided in the office
• Company trips

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