Cloud Support Engineer Job Description

Cloud Support Engineer Job Description

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Cloud support engineer provides 24x7 technical support with the ability to troubleshoot .moderately complex systems, storage, and network connectivity issues.

Cloud Support Engineer Duties & Responsibilities

To write an effective cloud support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included cloud support engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Manages and supports the Dev to Production cloud IaaS and platform, to ensure quality, performance and availability of hosted services
As strong technical team member, the candidate provides guidance and support for cloud technology practitioners
Provide Implementation and Run & Maintain services
Work on high volume mission critical systems
Required to support an on call 24 x 7 cloud Production Environment supporting and administering CPE products & Services involving platform technologies like AWS, Openstack, Azure, Hadoop, Grafana, Kibana, LDAP, Scalr, DNS, Influx DB, Rabbit MQ, Nagios, Zabbix
Work hands-on with customers to develop, migrate, and debug services issues
Ensure server/process documentation is up to date and appropriate or create documentation where none may exist
Focus on rapid identification and resolution of customer issues
Answer questions and perform initial triage on problem reports
Document each customer interaction using our Salesforce.com ticket management system

Cloud Support Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Cloud Support Engineer

List any licenses or certifications required by the position: RHCE, AWS, CISSP, IBM, ITIL, OCA, OCP, AZ, MSCE, MSCA

Education for Cloud Support Engineer

Typically a job would require a certain level of education.

Employers hiring for the cloud support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Engineering, Information Technology, Information Science, Mathematics, Physics, Technical, Technology, Science, Associates

Skills for Cloud Support Engineer

Desired skills for cloud support engineer include:

HTTP
SSL
TCP
Client/server and distributed systems architectures
Networking protocols: DNS
SMTP
Storage technologies
HTTP/S
DNS the ability to use diagnostic tools to troubleshoot connectivity issues
SFTP

Desired experience for cloud support engineer includes:

OS (RedHat Enterprise Linux, Windows Server 4.0)
A commitment to best practices
Strong virtualization knowledge and experience working with virtualization tools
Intermediate to advanced knowledge of Linux/ Windows OS administration
Intermediate to advanced knowledge of enterprise networking concepts
Must be willing to work in the San Ramon, CA work location

Cloud Support Engineer Examples

1

Cloud Support Engineer Job Description

Job Description Example
Our company is hiring for a cloud support engineer. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for cloud support engineer
  • Answer support calls and tickets and provide first level application support
  • Work very closely with application users (internal developers and researchers) to troubleshoot and resolve application or system issues
  • Inform Technical Support Management about any escalations or difficult situations that require his/her involvement
  • Make sure assigned Cloud customers have the best customer experience when engaging Technical Support
  • Tier 2 triage, troubleshooting, remediation, and escalation of tickets tied to the product support function
  • Own key 3rd party software management (e.g., AWS Services, SASGrid, LogicMonitor, ActiveBatch)
  • Train and support junior team members in resolving product support tickets
  • Proactively identify ways to optimize the product support function
  • Coordinate with Tier 3 support to establish and manage clear escalation guidelines for supported system components
  • Run database queries to lookup, resolve, issues
Qualifications for cloud support engineer
  • Interest in information security and a desire to learn techniques and technologies such as application security, cryptography, threat modeling, penetration testing
  • Previous experience with configuration management
  • Demonstrated proficiency in networking principles (routing, switching, load balancing )
  • Experience configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto
  • Demonstrated proficiency in Systems Administration of Linux (Ubuntu, CentOS, RedHat)
  • Demonstrated proficiency in DevOps, Configuration Management and Continuous Integration technologies (Chef, Puppet, Docker, Jenkins )
2

Cloud Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of cloud support engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for cloud support engineer
  • Relentlessly champion and advocate for our customers in representing their issues to engineering teams and be a change agent to develop innovative ways to resolve their issues - Being encourage by the team around you to go above and beyond to delight the customer
  • Build new tools and automation to solve customer problems
  • Participate in recruiting and ramping up a global support team for our top customers
  • Coach/mentor new hires
  • Work on critical, highly complex customer scenarios that span across multiple Azure services
  • Develop and present training
  • Act as a technical escalation point within the team
  • Work with leadership on process improvement and strategic initiatives
  • Directly support our top Azure customers and resolve critical and complex technical issues in a 24x7x365 global support delivery team
  • Take your deep technical and product expertise, and combine it with your understanding of our customer’s needs to solve their complex business challenges
Qualifications for cloud support engineer
  • Open to working day shifts (M-F, Su-Th or Tu-Sa)
  • Experience in managing technical support teams and will also have a record of driving projects to improve support-related processes and the technical support experience
  • Strong verbal and written communication skills, which will be key in driving customer communication during AWS critical events
  • A degree in computer science, IST, IS, IT or equivalent experience
  • Experience working with large scale SaaS environments
  • Experience with large scale incidents
3

Cloud Support Engineer Job Description

Job Description Example
Our innovative and growing company is hiring for a cloud support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for cloud support engineer
  • Being encourage by the team around you to go above and beyond to delight the customer
  • As a member of the product engineering team you will use your engineering skills to improve Azure, based on customer feedback and insights gained while supporting them
  • Being encouraging by the team around you to go above and beyond to delight the customer
  • Respond to afterhours alerts and provide first level triage for production issues
  • Help developers debug issues during a release cycle, in a non-production environments
  • Create additional monitoring to help us be more proactive in identifying issues within our services
  • Write scripts to help enforce policies across AWS environments
  • Create and manage stories and tasks to proper resolution
  • Identify and propose/add improvements to technical documentation
  • Help to build automated infrastructure for new projects
Qualifications for cloud support engineer
  • Excited about technology· Knowledge of Cloud Computing concepts
  • Must have at least 5 years professional experience as DBA/System Administrator
  • Systems administration in Windows Server (versions 2003-2012R2)
  • Expertise with network and security tools especially Linux-based tools, packet capture tools)
  • Big Data (Hadoop,Hive, Pig, HDFS)
  • Databases (Oracle, MS SQL, MySQL, PostgreSQL, NoSQL)
4

Cloud Support Engineer Job Description

Job Description Example
Our growing company is hiring for a cloud support engineer. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for cloud support engineer
  • Technical documentation based on support issues
  • Monitor applications and infrastructure 24x7
  • Be encouraged by the team around you to go above and beyond to delight the customer
  • Being encouraged by the team around you to go above and beyond to delight the customer
  • Assist clients to correctly identify the source of their problems and then troubleshoot
  • Technical knowledge and proficiency with Windows, UNIX, Linux, AIX
  • Maintain a thorough understanding of all NSC processes and implement when appropriate
  • Monitor all NCD/NCS related production networks, servers, applications and services through a centralized monitoring console
  • Provide quality solution to technical issues raised by the customer with a focus on understanding customer needs
  • The responsibilities will include the need to make presentation of roadmaps, performance charts, outage reports, root cause analysis to the customer at all levels of their organization
Qualifications for cloud support engineer
  • Devices (configuring and supporting IPSEC-based VPNs and IPSEC-capable devices such as Cisco ASA, Cisco ISR, Juniper JUNOS, Juniper ScreenOS, Yamaha, Fortinet, Sonicwall, Checkpoint, and Palo Alto)
  • DevOps/Deployment (Apache Tomcat,/Nginx/Glassfish/JBoss/ Puma/IIS
  • Linux Systems Administration (Ubuntu,/CentOS/RedHat/ Solaris
  • Security (application security, cryptography, threat modeling, penetration testing)
  • Storage & Content Delivery (REST API
  • Windows Systems Administration (Windows Server versions 2003-2012R2
5

Cloud Support Engineer Job Description

Job Description Example
Our company is growing rapidly and is hiring for a cloud support engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for cloud support engineer
  • Collaborate with global support engineers internally to address queries/issues from Japanese customers
  • Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving issues
  • Help transform managed services to a fully automated dev-ops approach
  • Troubleshoot problems across different technology layers in a Linux environment - such as networking, databases (MySQL, PostgreSQL or MongoDB), OS/web (Linux/Debian, CentOS, Apache, NGINX) and applications (React, Node.JS) to identify and correct operational problems
  • Experience and knowledge setting up Containers in a Cloud environment, which includes being knowledgeable in Docker and other container tools
  • Work as a team member or individual on multiple projects and assignments relating to AWS services and configurations or application initiatives along with meeting commitment dates
  • Proposing and implementing enhancements to improve web system performance, availability, and resiliency
  • Install and configure Linux (Debian, CentOS) and Apache, systems across an AWS environment
  • Perform general systems maintenance tasks such as adding users, managing disk space usage, changing passwords, and applying patches
  • Work closely with other systems administrators and engineers to meet team goals, and improve processes and apply best practices
Qualifications for cloud support engineer
  • Must be willing to work flexible and varying shift times including weekends and evenings
  • Experience working with Firewall Central Management Systems
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS/IPS, Firewalls )
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Virtualization experience (AWS, Azure, VMWare, OpenStack)

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