Position Summary:
The Cloud Support Engineer is responsible for making sure technical incident and problem tickets are completed in a time frame that meets our service level agreements with our customers. The CSEs will work on items that are tracked in our ticket tool called ServiceNOW (SNOW). They will be responsible to articulate the details of what they have done to resolve a problem in the work logs on the ticket in SNOW and track their time they spent on the tickets daily. They are solving simple to complex cloud related or application related issues for our managed services customers.
Location: Denver, CO (On-site Requirement): This role requires the employee to work on-site in our Denver, CO, office. It's essential for providing direct and effective support and collaboration within our team and with our customers.
Key Responsibilities:
Work directly on customers on-premises 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 a customer's issue. Place details of the solution set in tickets daily as to close tickets out based on SLA commitments.
Serve as a technical escalation point to Cloud Support Engineers I
Serve as a technical escalation point for network related troubleshooting and changes.
Work with technologies such as AWS, Azure, VMware, O365 / Exchange, Citrix, Veeam, and other customer technologies to maintain and meet up time SLA metrics and the availability of the customers environment.
Daily, Weekly, and Monthly technical tasks for patching, vulnerability management, upgrades, and other contractual obligations
Communicate with the customer directly to help solve and update them daily on the ticket status as to meet the SLAs for each ticket assigned to you.
Work on customer deployments to production environments.
Work in real time with customers using collaboration tools such as Slack and Teams to solve items.
Have excellent customer service and customer communication skills.
Become a leader and a technical subject matter expert on customer cloud and on-premises environments.
Help to automate common repetitive maintenance tasks and be a thought leader.
This position has after-hours and on call rotation responsibilities.
Email and Slack on mobile phone for collaboration
Other duties as assigned or as become evident.
Required to come into Denver office onsite per organization policy.
Qualifications:
4-7 years of hands-on experience in a specific technology practice (Infrastructure, Storage, Servers, Security, Windows, Linux, VMWare, etc.)
2 years of network device management and support (Preferred following vendor;AWS Cloud networking, Palo Alto, Fortinet, Cisco, Zscaler)
Strong experience in Microsoft and/or Linux Infrastructure administration, troubleshooting and setup required - Office 365, Microsoft Exchange, Windows Server, Active Directory, Azure, PowerShell, 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 on 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.
Love working with exciting new technologies and customers.
Certifications:
ITIL/ITSM Certifications
Azure or AWS Pro or Associate certifications
CISSP or other security certifications
Microsoft Associate or Specialty Certifications
VMWare certifications
AWS Advanced Networking
Computer Skills:
Note: We need to state that these are not all needed but examples of some of the tool types we leverage.
High level technical expertise and confidence as a subject matter expert and leader
Management of large enterprise Windows/Linux environments
Understanding of the tooling that it takes to manage large enterprise environments.
Understanding of the security controls required to manage a large enterprise environment.
Operating systems: Windows / Linux - Windows is the primary.
AWS / Azure / Google Cloud Platform (GCP)
Monitoring tools: DataDog, Nagios, Solar Winds, Logic Monitor
Service Desk tools: ServiceNOW, Heat, Remedy, Jira, etc
Host based Security: Trend Micro, Symantec, SentinelOne, Crowd Strike and others.
Log aggregation: Sumologic, Splunk
Microsoft: Office 365, Windows Servers, Microsoft product line
RMM tools: Ninja, Datto
Travel Requirements:
May require some travel to visit customer sites - 20%