Cloud Support Engineer
2 days ago
Job Description
Mastech Digital, a leading provider of innovative IT solutions, is seeking a seasoned Lead Cloud Support Engineer to oversee and ensure the smooth operation of our Level 1 and Level 2 support teams. This position requires a strong technical background, exceptional leadership skills, and a dedication to delivering superior customer service.
Responsibilities:
- Provide leadership and direction to the L1 and L2 support teams, ensuring effective coordination and collaboration among team members.
- Serve as primary technical authority offering guidance and support to L1 and L2 teams.
- Actively involve in the resolution of complex technical issues that escalate beyond the capabilities of L1 and L2 technicians.
- Conduct Root Cause Analysis (RCA) to identify the underlying causes of technical issues and implement corrective actions to prevent recurrence.
- Work closely with cross-functional teams to effectively triage and troubleshoot issues.
- Ensure all support activities align with industry best practices and organizational standards.
- Develop and maintain documentation of standard operating procedures ensuring all team members are adequately trained.
- Develop and maintain key performance indicators (KPIs) to measure the effectiveness of L1 and L2 support activities.
- Develop and maintain strong relationships with clients, acting as the primary point of contact for escalated issues and concerns.
Requirements:
- Bachelor's or Master's degree in Computer Science & Engineering, or a related field.
- Minimum of 7-10 years of experience in IT support, with at least 3-5 years in a lead role in Managed Services projects providing L1 & L2 support.
- Experience with ITIL or other IT service management frameworks is highly desirable.
- Strong technical proficiency in data integration and engineering services with focus on messaging systems, APIs, microservices, and containers.
- Strong technical proficiency in cloud native integration & reporting tools including dbt, Fivetran, Tableau, etc. from a support and maintenance perspective.
- Strong technical proficiency in Google Cloud Platform (GCP) services, particularly BigQuery, Cloud Composer, Dataflow, Pub/Sub, GKE, and Cloud Storage.
- Strong technical proficiency in using Datadog for application monitoring.
- Hands-on experience with scripting tools and languages for data processing, analysis and reporting activities.
- Exceptional communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical stakeholders.
- Strong customer service orientation, with a commitment to delivering exceptional support experiences.
About Us
Mastech Digital offers a competitive salary range of $120,000-$160,000 per annum, depending on experience, along with a comprehensive benefits package and opportunities for career growth and professional development. If you are a motivated and experienced Lead Cloud Support Engineer looking for a new challenge, please submit your application today.
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