As a Cloud Engineer, you are a highly skilled technical expert responsible for providing advanced support, engineering, and troubleshooting for our diverse portfolio of cloud-based managed services. You will act as an escalation point for complex technical issues, lead problem resolution efforts, and contribute to the ongoing improvement of our service offerings. This role demands a deep understanding of cloud platforms (specifically Azure), strong analytical and problem-solving abilities, and excellent communication skills.
Responsibilities:
Advanced Troubleshooting & Support:
Provide expert-level technical support and troubleshooting for escalated incidents related to cloud infrastructure and managed services.
Analyze complex technical problems, identify root causes, and develop effective solutions.
Proactively monitor cloud environments and identify potential issues before they impact clients.
Develop and maintain comprehensive documentation, knowledge base articles, and runbooks for internal and external use.
Engineering & Design:
Contribute to the design, implementation, and maintenance of complex cloud environments for clients.
Design and build automated solutions for the deployment, monitoring, and maintenance of cloud environments.
Participate in security audits and ensure adherence to compliance frameworks: (FedRAMP, IRS 1075, NIST 800, CSI Benchmarks, PCI-DSS, HIPAA/HITECH, SOC 1 & SOC 2) and security best practices.
Client Communication & Collaboration:
Communicate effectively with clients to understand their needs and provide technical guidance.
Build strong relationships with key client stakeholders and act as a trusted advisor.
Collaborate with other teams (e.g., client success) to ensure seamless service delivery.
Continuous Improvement:
Stay abreast of the latest cloud technologies and trends.
Identify opportunities to improve our service offerings and operational processes.
Mentor and train other team members.
Essential Skills:
Cloud Expertise:
5+ years of hands-on experience with Azure in a production environment.
Deep understanding of cloud infrastructure components (compute, storage, networking, database infrastructure, security).
Experience with containerization technologies (e.g., Docker, Kubernetes).
Knowledge of DevOps principles and practices.
Experience with cloud automation tools (e.g., Terraform, Ansible, Azure DevOps).
Proficiency in scripting languages (e.g., PowerShell, Python).
Troubleshooting & Problem-Solving:
Proven ability to analyze and resolve complex technical issues.
Strong understanding of ITIL processes and best practices.
Experience with monitoring and logging tools.
Ability to work to solutions with only the ability to escalate to vendors or other sources, last line escalation support in a 24/7/52 environment.
Communication & Collaboration:
Ability to effectively communicate to clients (good and bad news).
Excellent written and verbal communication skills.
Ability to explain technical concepts to both technical and non-technical audiences.
Strong interpersonal and teamwork skills.
Technical project management ability.
Qualifications:
Ability to provide support in all US time zones and after hours if necessary.
Bachelor's degree in computer science, engineering, or a related field (or equivalent experience).
Azure Architect (AZ305) Certification along with other Azure infrastructure related certifications.
7+ years of experience in cloud engineering or a related field.
Strong understanding of cloud computing concepts and technologies.
Proven track record of successfully designing, implementing, and supporting cloud environments.
Excellent problem-solving and troubleshooting skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
A passion for learning and staying up-to-date on the latest cloud technologies.
