Cloud Support Engineering Lead
3 days ago
Mastech Digital is seeking a seasoned Cloud Support Engineering Lead with expertise in Google Cloud Platform (GCP) to oversee and ensure the smooth operation of both Level 1 (L1) and Level 2 (L2) support teams. This position requires strong technical leadership skills, exceptional customer service orientation, and a commitment to delivering superior support experiences.
Job OverviewAs a Cloud Support Engineering Lead, you will provide leadership and direction to L1 and L2 support teams, ensuring effective coordination and collaboration among team members. You will serve as primary technical authority offering guidance and support to L1 and L2 teams. Your role will involve actively engaging in the resolution of complex technical issues that escalate beyond the capabilities of L1 and L2 technicians.
Key Responsibilities include:
- Providing leadership and direction to L1 and L2 support teams, ensuring effective coordination and collaboration among team members
- Serving as primary technical authority offering guidance and support to L1 and L2 teams
- Actively engaging in the resolution of complex technical issues that escalate beyond the capabilities of L1 and L2 technicians
- Conducting Root Cause Analysis (RCA) to identify the underlying causes of technical issues and implementing corrective actions to prevent recurrence
- Working closely with cross-functional teams to effectively triage and troubleshoot issues
- Ensuring all support activities align with industry best practices and organizational standards
Required Skills and Qualifications:
To be successful in this role, you will need:
- 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
Compensation and Benefits:
We offer a competitive salary ranging from $120,000 to $180,000 per year, depending on experience and qualifications. Other benefits include health insurance, retirement plans, paid time off, and opportunities for professional growth and development.
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