Cloud Operations Support Engineer

Title

Pay:

Location:

Cloud Operations Support Team

This team will serve as the first and second line of defense for cloud operations, escalating complex issues to our Level 3 engineering team as needed.

Responsibilities

For Support Engineers (Level 1 & 2):

• Monitor cloud infrastructure and respond to alerts and incidents.
• Triage and resolve support tickets related to system performance, access, and configuration.
• Perform routine system administration tasks (e.g., user provisioning, patching, backups).
• Escalate unresolved or complex issues to Level 3 engineering teams.
• Document troubleshooting steps and resolutions in the ticketing system.
• Collaborate with peers across time zones to ensure seamless handoffs and coverage.

For Team Lead:

• Oversee daily operations and ensure SLA adherence across global support shifts.
• Coordinate handoffs between regional teams to maintain continuous coverage.
• Act as the primary escalation point for high-priority incidents.
• Mentor and coach support engineers to improve technical and operational performance.
• Collaborate with engineering and infrastructure teams to improve support workflows.
• Track team metrics and report on performance, ticket volumes, and resolution times.

Qualifications

Support Engineers:

• 2+ years of experience in cloud operations, system administration, or technical support.
• Familiarity with cloud platforms (e.g., AWS, Azure, GCP).
• Experience with ticketing systems (e.g., ServiceNow, Jira).
• Basic scripting or automation skills (e.g., PowerShell, Bash) is a plus.
• Strong communication and documentation skills.
• Willingness to work in rotating shifts aligned with the follow-the-sun model.

Work Model

• Follow-the-sun coverage

  with handoffs between India, Mexico, Egypt, and the US.
• Rotating shifts to ensure 24/7 operational support.