Cloud Application Support Engineer

1 month ago

Remote, Oregon, United States Kion Full time

Kion's cloud enablement software platform provides a unified approach for financial management, continuous compliance, and the automation and orchestration of cloud resources. We're a fast-growing, Series A-stage startup that has quickly become the industry's most trusted solution for enabling customers' journey to the cloud to be more efficient, secure, and transparent. Kion allows customers to create, manage, monitor, and maintain cloud assets from a single pane of glass across Amazon Web Services (AWS), Microsoft Azure, and Google Cloud.

Kion believes employees are its most precious resource, and we believe that happy employees make an excellent product. While we're headquartered outside Washington DC, we are committed to a 100% remote-first workforce. In addition, Kion offers excellent compensation and outstanding benefits, including top-of-the-line, platinum-level benefits, at zero cost to the employee

If you're passionate about using your expert skills to bring transformational change to a customer's journey to the cloud, you'd be a great addition to our team


YOUR ROLE:

The Cloud Application Support Engineer will play a critical role in achieving our mission to turn our customers into fans As the first line of defense for new and existing customers to field product questions, incidents, and feature requests, your ability to understand customer problems and invoke a sense of assurance is critical to the core relationship we seek to achieve. As a critical contributor to the customer journey, you will be responsible for:

  • Hands-on, technical deep-dive troubleshooting with the customer in their AWS environments.
  • Tracking progress and updates throughout the support stages to ensure that tickets are followed through to completion, escalated appropriately, and the solution is documented.
  • Communicating a detailed understanding of the core problem to stakeholders.
  • Becoming a platform expert and evangelist — you will understand the core functionality of the platform and how customers desire to use it.

This is a full-time salaried position. The ideal candidate must be available during core support hours (8:30am to 5:00pm ET) Monday - Friday with the possibility of on-call rotation.

YOUR DAY-TO-DAY:

  • Providing outstanding service to our wide array of users across our federal and commercial customer base.
  • Responding to and managing the day-to-day ticket queue via Zendesk, ensuring that Service Level Agreement (SLA) targets are being met and that customers are continuously updated on progress to restore full product functionality.
  • Collaborating with Solutions Architects, DevOps, Engineering, and Product Management to get an incident to resolution.
  • Owning feature requests or bug fixes based on direct customer feedback and interaction.
  • Contributing to and using knowledge base articles to help customers use self-service support mechanisms.

WHAT WE ARE EXPECTING FROM YOU (I.E., THE QUALIFICATIONS YOU MUST HAVE):

  • 2+ years directly supporting a distributed (installed in a customer's environment) application, ideally in a B2B software setting.
  • 1 year of experience working with AWS using CloudWatch, IAM, and CloudFormation in a multi-account environment.
  • 1 year of experience supporting an application using MySQL, including writing basic queries to gather data.
  • 1 year of experience working with JSON-based web APIs and related tools.
  • Experience working with AWS using EC2, RDS, and VPC including basic AWS networking familiarity.
  • Experience with other Cloud Providers, such as Azure, Google Cloud Platform, or Oracle Cloud.
  • Experience with the Linux command line using bash or similar environments.
  • Exposure to Python, Golang, or similar languages and basic familiarity with object-oriented programming concepts.
  • Exposure to Docker and Amazon ECS Fargate container technologies and related concepts.
  • Strong written and verbal communication skills with a focus on being able to convey confidence and ease to customers.
  • Strong customer service skills.
  • BA/BS in Computer Science or relevant experience.

OUR WISH LIST (I.E., THE QUALIFICATIONS WE WOULD LIKE YOU TO HAVE):

  • Experience supporting an application as part of a strong partnership.
  • Experience across multiple cloud partitions like AWS GovCloud, C2S, and SC2S.
  • Experience with Amazon ECS Fargate.
  • Understanding of user identity and authentication protocols, specifically Active Directory and/or SAML/SSO.
  • Experience in a start-up environment.

WHAT WE WILL PROVIDE IN RETURN:

  • Kion is a remote-first company. We offer a 100% remote work schedule (US only) as well as an in-office or hybrid schedule if you are local to the DC-Maryland-Virginia area.
  • Excellent compensation and outstanding benefits, including top-of-the-line Blue Cross Blue Shield PPO healthcare coverage with ZERO deductibles. We pay 100% of the employee premium for medical, dental, and vision
  • 3% of direct compensation contribution to your 401(k) (no match required).
  • Unlimited PTO to allow staff to spend time with friends and family.
  • Regular virtual engagements to better connect with co-workers and talk about life outside of work.
  • A small-team collaborative environment that fosters communication and innovation.

At Kion, we are focused on making people's lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary Kion cloud enablement solution.

If you want to help organizations spend less time managing and governing their cloud, and more time being enabled by their cloud, you've come to the right place. Apply below and we'll be in touch shortly

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