Cloud Support Engineer II - 2nd Shift (4:00PM - 1:00AM)

Cloudhesive - Fort Lauderdale, FL

Full-time - Mid Level

Remote - Fort Lauderdale, FL

Professional, Scientific, and Technical Services

About the position

The Cloud Support Engineer II is a pivotal role within our organization, responsible for ensuring that technical incidents and problem tickets are resolved in accordance with our Service Level Agreements (SLAs) with customers. This position requires a proactive approach to managing and resolving issues documented in our ServiceNOW (SNOW) ticketing system. The Cloud Support Engineer will be accountable for providing detailed explanations of their problem-solving steps in the work logs of each ticket, ensuring transparency and clarity in communication. Daily tracking of the time dedicated to each ticket is also a critical aspect of this role, as it helps maintain accountability and efficiency in service delivery. In this role, the Cloud Support Engineer II will engage directly with customers, both on-site and in cloud environments, to address a wide range of issues, from basic to complex, related to cloud or application services for our managed service customers. The engineer will accept tickets from a technical ticket queue or dispatcher and work diligently to resolve customer issues, documenting the solutions in the tickets to ensure timely closure based on SLA commitments. This position serves as a technical escalation point for Cloud Support Engineer I, providing guidance and support as needed. The Cloud Support Engineer II will work with various technologies, including AWS, Azure, VMware, O365/Exchange, Citrix, and Veeam, to maintain uptime SLA metrics and ensure the availability of the customer's environment. Responsibilities also include performing routine technical tasks such as patching, vulnerability management, and upgrades, as well as communicating with customers to provide updates on ticket status. The role requires excellent customer service and communication skills, as well as the ability to work collaboratively with customers using tools like Slack and Microsoft Teams. Additionally, the engineer will be expected to help automate common repetitive maintenance tasks and become a thought leader in the organization. This position includes after-hours and on-call rotation responsibilities, emphasizing the need for flexibility and commitment to customer service excellence.

Responsibilities

• Engage directly with customers on-site and cloud environments to solve simple to complex issues in a managed services environment.
• Accept tickets from a technical ticket queue or dispatcher and help solve customer issues, documenting solutions in tickets daily to close them based on SLA commitments.
• Serve as a technical escalation point to Cloud Support Engineer I.
• Work with technologies such as AWS, Azure, VMware, O365/Exchange, Citrix, Veeam, and other customer technologies to maintain uptime SLA metrics and the availability of the customer's environment.
• Perform daily, weekly, and monthly technical tasks for patching, vulnerability management, upgrades, and other contractual obligations.
• Communicate with customers directly to help solve and update them daily on the ticket status to meet SLAs for each ticket assigned.
• Work on customer deployments to production environments.
• Collaborate in real-time with customers using tools such as Slack and Microsoft Teams to resolve issues.
• Demonstrate excellent customer service and communication skills.
• Become a leader and a technical subject matter expert on customer cloud and on-premises environments.
• Help automate common repetitive maintenance tasks and be a thought leader.
• Participate in after-hours and on-call rotation responsibilities.

Requirements

• 4-7+ years of hands-on experience in specific technology practices (Infrastructure, Network, Storage, Servers, Security, Windows, Linux, VMWare, etc.).
• Strong experience in Microsoft and/or Linux Infrastructure administration, troubleshooting, and setup required - Office 365, Microsoft Exchange, Windows Server, Active Directory, Azure, PowerShell, Amazon Connect, etc.
• 3+ years of experience in a customer-facing role (professional services, support, etc.) and the ability to manage customer relationships up to the senior/executive level is critical.
• Ability to work and update tickets for work being done in a customer’s environment autonomously and in a timely fashion to properly explain the solution provided.
• Experience with DevOps processes and languages such as Python, Node.JS, and JavaScript.
• Ability to document detailed technical solutions with proper grammar and customer-facing language.
• Ability to escalate issues that are close to breaching SLAs.
• Passion for working with innovative technologies and customers.

Nice-to-haves

• ITIL/ITSM Certifications
• Azure or AWS Pro or Associate certifications
• CISSP (Certified Information Systems Security Professional) or other security certifications
• Microsoft Associate or Specialty Certifications
• VMWare certifications

Benefits

• Remote work flexibility
• Opportunity to work with innovative technologies
• Professional development opportunities
• Collaborative work environment