Cloud Support Engineer

5 months ago

Coimbatore, India Presidio Full time

Job Summary:

Technical and Professional Expertise:

• + years ‘supporting and/building solutions on AWS

• + years’ experience utilizing a ticket system such as Remedy, ServiceNow.

• Must be comfortable to work on / Environments (Predominantly on US business hours)

• Excellent English communication Skills

• A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.

• A history of successfully managing and operating multi-vendor environments.

• Strong interpersonal skills and expert level relationship management abilities – showcasing the ability to work well with many levels of client engineering and management.

• The ability to function in a team environment and recognize and take on tasks with self-direction.

• Passion to continue learning and expanding your knowledge.

Responsibilities:

• Manage, configure, and troubleshoot customer AWS environments via phone and remote access.

• Build and oversee the day-to-day operation of various engineering solutions including hardware/software support, training, and special projects.

• Provide feedback to management on process improvements and areas of concern.

• Communicate and empathize with customers, peers, team and managers

• Creates and maintains good technical documentation/runbooks based on team standards.

• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.

• Strong technical troubleshooting skills, perseverance, and patience

• Track vendor support cases through to problem resolution on production issues.

• Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.

• The engineer will be expected to develop additional skills in other products as business needs dictate.

• Respond to customer service calls and emails in agreed upon timeframe.

• Manage service tickets that are assigned to your personal and team queue.

• A firm understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.

• Other duties as assigned.

Technology/Area of Specialization:

• Experience with VPC, EC, RDS, S, CW, CF, ELB, ASG, EFS, EBS, WAF is mandatory

• Knowledge of RDS, REDSHIFT or other relational and non-relational databases

• Strong knowledge of Linux systems administration

• Troubleshoot complex issues with clients’ cloud infrastructure

• Administer and optimize cloud infrastructure

• Manage cloud infrastructure using infrastructure as code and automated configuration tools

• Embrace security-first, assumed breach methodologies to ensure client compliance and continuously improve client security posture

• Patch cloud infrastructure using a CI/CD pipeline to ensure that all instances are running the most secure software versions with the ability to react quickly to service impacting bugs and changes

• Continuously develop technical skills to gain mastery with the established DevOps toolchain and stay current with new services and technologies

• Experience leveraging DevOps solutions to deploy changes to cloud infrastructure

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