Cloud Support Engineer
Job Description
<p><strong>About the role:</strong></p><p><br></p><p>We have an opening for a Cloud Support Engineer within the Cloud Operations team who will be responsible for the service delivery of our customers’ cloud environments.</p><p>This includes deployment, administration, and operational support.</p><p>The key characteristics we are looking for are systems technical knowledge, strong troubleshooting, and excellent communication skills.</p><p>Responsibilities vary between a mix of building, deploying, operating, and maintaining large-scale multi-system environments.</p><p>This role is part of a 24/7 shift rotation.</p><p>Working from home/office hybrid model.</p><p>May require short period travel.</p><p><br></p><p><strong>Job Description/Responsibilities:</strong></p><p><br></p><ul><li>The Cloud Support Engineer will be responsible for the oversight and management of customers’ applications, infrastructure, and networks.</li><li>Performing regular maintenance requests in the environments as part of the continuous delivery of new functionality and services.</li><li>Provisioning new environments on AWS infrastructure for existing and new customers.</li><li>Resolving complex customer issues that span application, network, and cloud infrastructure.</li><li>Monitoring the effect of changes and responding to alerts; including investigating for the root cause.</li><li>Contributing to our team knowledge base.</li><li>Working directly with customers, operations, and engineering to research, troubleshoot, and resolve performance issues in a timely manner.</li><li>Clearly and succinctly document communications with customers within our ticketing system.</li><li>Ensure customer satisfaction through outstanding customer service and high-quality technical reports.</li><li>Effectively prioritize and escalate customer issues as required.</li><li>Overseeing operational activities within AWS services including but not limited to VPCs, EC2 instances, RDS, volume snapshots, and other key technologies.</li><li>Strong technical understanding of the information security threat landscape (attack vectors and tools, best practices for securing systems and networks, etc.).</li><li>Experience investigating security issues and/or performance and/or complex operational issues on AWS and Linux by analyzing systems, application logs, or network traffic tools where appropriate.</li></ul><p><br></p><p><strong>Skills and requirements:</strong></p><p><br></p><ul><li>1-2 years of experience providing system support in a technical environment working with customers, with a special focus on system performance and stability.</li><li>Excellent communication and analytical skills.</li><li>Work well in a distributed, fast-paced, and dynamic team environment.</li><li>Detail-oriented approach particularly in terms of documentation and procedures.</li><li>Strong commitment to great customer service.</li><li>Possess excellent verbal and written communication skills.</li><li>Able to absorb new technologies and features quickly.</li><li>Embrace DevOps culture.</li></ul><p><br></p><p><strong>Qualifications:</strong></p><p><br></p><ul><li>Bachelor’s degree in Computer Engineering or equivalent.</li><li>AWS Certified Solutions Architect, AWS Certified SysOps Administrator.</li></ul>
