The Cloud Engineer is a key element within the support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. Responsible for the support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and provides mentoring on customer-related issues to support teams.
Responsibilities:
- Technical point of escalation to the Cloud Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
- Monitor and provide maintenance for all related infrastructure
- Ensure the control, integrity, and accessibility of the cloud environment for the enterprise
- Provide technical expertise underpinning communications targeting a range of stakeholders – from
- individual contributors to leaders across the business
- Collaborate and share knowledge with other Engineers and Administrators on the support floor
- Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
- Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and customer infrastructure
- Mentor and assist Rackers across the Cloud Function
- Lead functional business continuity/transformational projects and customer engagements (both
- technical and non-technical), delivering key objectives for the Cloud Function
Required Knowledge:
- Advanced English skills
- Proficient knowledge of Azure Cloud Platform
- Intermediate knowledge of Azure Automation
- Proficient skills in leveraging CI and CD tools to automate testing and deployment
- Proficient knowledge of Linux or Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS.
- Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting
- distributed, highly available systems
- Intermediate understanding of services and protocols, configuration, management, and
- troubleshooting of hosting environments, including web servers, databases, caching, and database services
- Proficient skills in at least one of the following languages: Node.js, Python, PHP, Ruby, and Java
- Proficient skills with git and git workflows
- Intermediate knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Terraform, Salt, or other such tools
- Intermediate knowledge of Project Management methodologies
- Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
Skills:
- Passionate about technology and has a desire to constantly expand technical knowledge
- Detail-oriented in documenting information and able to own customer issues through resolution
- Able to handle multiple tasks and prioritize work under pressure
- Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
- Strong written and verbal communication skills, both highly technical and non-technical
- Ability to communicate technical issues to non-technical and technical audiences
Nice to Have:
- Azure Certifications
- Advanced DevOps experience
Experience:
- 2-4 years of technical engineering and administration experience with a minimum of 1 – 2 years
- experience as either a LAMP stack software developer and/or systems administrator
- Technical customer support experience in a cloud hosting/technology environment
- Experience working with multiple cultures, global customers, and global teams.
