Cloud Application Support Engineer

3 weeks ago

Columbia, United States CareerBuilder Full time

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.

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