Cloud Support Engineer

Cloud Support Engineer

  Not Disclosed

  Cary, NC (100% Remote)

  Permanent

  Not Disclosed

  Not Disclosed

  Government - Local

  $134995/hour - $135000/hour

Job Description

As a Cloud Support Engineer for the client’s Cloud team, you will be responsible for all aspects of our hosted and remote managed client application environments. This is a dynamic opportunity to collaborate with customers, analysts, developers, and implementation team members to deliver world class service. You will support the team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, and support. You will work with global R&D, Product, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our hosted and remote managed customer environments. You will lead the team in efforts to improve quality, efficiency, and automation around service delivery tasks.

Responsibilities:

• Deliver excellent customer service using a customer first and continuous improvement mindset.
• Provide hands-on administration, maintenance, and installation of client Enterprise software and solutions.
• Manage day-to-day work through client’s Cloud ticketing systems using best practices for ticket update quality and frequency.
• Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements client Cloud customers.
• Create and maintain service documentation including runbooks, knowledge base articles, and wiki content.
• Configure, manage, monitor, and debug mid-tier software.
• Manage, monitor, and maintain container-based applications deployed in cloud container services.
• Develop tools and software to manage client and third-party software.
• Diagnose, document, report, and resolve system problems.
• Work directly with external customers and interface with other support teams and vendors.
• Participate in on-call rotation (paid).

Additional responsibilities may include:

• Provide service leadership for local teams by managing service queues and assigning tickets based on client Cloud procedures.
• Serve as technical escalation support other team members.
• Contribute to overall service quality by identifying or leading efforts that reduce time, reduce toil, and/or improve the customer experience with client Cloud services.

Essential Requirements:

• Bachelor's degree or equivalent work experience
5+ years of technical experience including:
• 1+ years of experience with Container Technology, Kubernetes or CaaS
• 1+ years of experience Enterprise Platform Support
• 2+ years of experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware.
• 2+ years of experience with Linux supporting enterprise class applications.

Preferences:

• Familiarity with cloud-based platforms like MS Azure, AWS, GCP, or OpenShift
• Experience with Python or Ansible
• Scripting experience (bash, powershell, etc)
• Installing and using SAS software and solutions
• Programming in SAS
• Deploying and managing JavaEE web application.
• Java or Web development experience
• Ability to travel up to 10% of the time
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.