Cloud Support Engineer II

4 weeks ago

Norcross, United States USAN Full time
Job DescriptionJob DescriptionSalary:

Job Title: Cloud Support Engineer II (Night Shift)


Overview:
Join our expert team as a Cloud Support Engineer II at USAN, where you’ll leverage your advanced technical skills and experience to support our software services solutions and AWS Managed Services clients. This role involves providing high-quality, Tier 1 & Tier 2 support during the night shift to our clients, ensuring the seamless operation and timely resolution of complex issues within our 24x7 Help Desk and Network Operations Center. As a Cloud Support Engineer II, you will take on increased responsibilities, including mentoring junior team members, handling more complex escalations, and contributing to the continuous improvement of our processes.


Responsibilities:

  • Work collaboratively with team members and cross-functional teams to effectively support our clients.
  • Serve as the Tier 1 & Tier 2 point-of-contact for USAN’s software services solutions and AWS Managed Services clients, including on-premises data centers, hybrid solutions, and USAN AWS cloud-based solutions.
  • Provide troubleshooting and resolution of client service-impacting issues, utilizing documented procedures, and contributing to process improvements.
  • Mentor and provide guidance to Tier 1 & Tier 2 support team members, ensuring knowledge transfer and skill development.
  • Document client interactions, troubleshooting steps, and resolutions promptly and accurately using our ServiceNow IT Service Management (ITSM) solution.
  • Manage escalations, ensuring that complex issues are resolved efficiently or escalated further as necessary, while maintaining high client satisfaction.
  • Oversee and lead outage recovery efforts, including customer notifications, managing conference bridges, and documenting outage timelines.
  • Monitor platform and application health using advanced dashboards and diagnostic tools, providing proactive support to prevent issues.
  • Audit internal procedures regularly to ensure accuracy, relevance, and alignment with current production environments.
  • Contribute to the development and updating of Standard Operating Procedures (SOPs) to reflect best practices and lessons learned.


Requirements:

  • Strong technical aptitude with a proven track record in problem-solving complex issues.
  • Excellent communication skills, both verbal and written, with experience in client interaction.
  • Ability to work effectively in a mission-critical, 24x7 environment and handle high-pressure situations.
  • Flexibility to work rotating shifts, including nights, weekends, and holidays.
  • Commitment to attaining advanced AWS Certifications (Solutions Architect, SysOps Administrator, DevOps Engineer, etc.).
  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or four years of cumulative industry experience in a related field.
  • Minimum of 2-3 years of experience in a customer support, help desk, or operations role, with at least 1 year of experience in cloud-based solutions or AWS services.
  • Strong familiarity with AWS services, cloud-based solutions, and IT Service Management (ITSM) tools.
  • Prior experience in a Tier 2 support role is highly preferred.


Benefits:

  • Competitive salary and benefits package, with opportunities for increased responsibility and compensation.
  • Access to ongoing training, certification programs, and professional development resources.
  • A dynamic and collaborative work environment that values innovation, teamwork, and excellence.
  • A supportive and collaborative work environment with a focus on team success and innovation.


Join our team as a Cloud Support Engineer II and elevate your career while making a significant impact on the success of our clients in the rapidly evolving world of cloud-based services. Apply today to take the next step in your professional journey with us

 

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