Cloud Support Engineer Job Description Template

As a Cloud Support Engineer, you will be part of a team of problem-solvers, assisting in the resolution of complex business issues from strategy to implementation. This role is responsible for the complete life cycle of cloud infrastructure used in our company’s technology platform. Along with the design and deployment of cloud products, you will be expected to utilize feedback and reflection to cultivate self-awareness, personal strengths, and improvement areas, as well as delegate stretch opportunities to others and coach them to deliver results.

Typical Duties and Responsibilities

• Collaborate with customers and project design teams to establish requirements and necessary customization and configuration
• Work directly with clients to develop, migrate, and debug issues with services
• Own the successful deployment of cloud-based projects
• Manage and support the cloud IaaS and platform in order to establish hosted service quality, performance, and availability
• Utilize a diverse array of tools and methods to extract insights from current industry or sector trends
• Work on mission-critical systems with a high throughput
• Provide support on-call for cloud-based production environments
• Provide up-to-date server/process documentation and, where necessary, generate documentation where none exists
• Identify and resolve customer problems by responding to inquiries and conducting triage of problem reports
• Work closely with application users to diagnose and resolve issues with cloud-hosted applications or systems
• Inform technical support management of any escalated issues or challenging situations that necessitate their involvement
• Monitor day-to-day operations to ensure platforms meet functionality and availability expectations
• Examine your own and others’ work for quality, accuracy, and relevancy
• Train and assist junior team members with product support ticket resolution
• Identify the tools for a given situation and articulate the rationale behind this decision
• Seek and accept opportunities that provide exposure to a variety of circumstances, environments, and perspectives
• Maintain the company’s code of business ethics and conduct

Education

• Bachelor’s degree in engineering, computer science, or a related field

Required Skills and Experience

• 3+ years of experience working with cloud environments
• Cloud Solution Architect certification in AWS, Azure, or GCP
• Experience with networking principles, system administration of Linux (Ubuntu, CentOS, RedHat), DevOps, configuration management and continuous integration technologies (Chef, Puppet, Docker, Jenkins)
• Experience offering implementation, operation, and maintenance service
• Experience executing database queries to identify and resolve problems
• Solid comprehension of the ITIL framework
• Experience negotiating and scheduling patching windows with developers and application teams
• Experience managing monthly patching of a Windows or Linux environment
• Exhibit critical thinking and the capacity to structure unstructured problems
• Demonstrated success as a team leader
• Ability to communicate in a straightforward and structured way to influence and connect with others, in both written and verbal communication