Note: The job is a remote job and is open to candidates in USA. Motion Recruitment is a leader in desktop virtualization, providing Infrastructure as a Service (IaaS) and Disaster Recovery as a Service (DRaaS) solutions. They are seeking a self-motivated Cloud Support Engineer III to maintain customer environments, manage case backlogs, and ensure a high level of customer satisfaction.
Responsibilities
- Maintain multiple customer environments
- Work 40+ hours a week
- Update and Manage case backlog based on internal policies
- Crisis Management - Identify any high priority issues and resolve them
- Provide a Customer-First experience while utilizing phones and email to manage cases
- Work cohesively with team as well as all divisions of company. Customer-first approach
- Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, account teams, or project managers
- Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction
- Be able to listen to, accept, and follow direction from more senior engineers
- Flexibility to be customer facing and travel to customer sites
- Act as technical escalation for NOC, Level I & II Engineers
- Contribute to technical knowledge base
- Coach / Mentor NOC, Level I & II Engineers
- Deliver trainings to NOC, Level I & Level II Engineers
- Perform Escalation Manager duties
- Review cases, identify trends, and drive problem resolutions
- Perform technical review of environments transitioning from implementation team to support team
- Deep dive technical problems and create full resolutions to issues
- Understand how technologies work together to see bigger picture of issues
- Review and manage top tier customer environments to prevent major issues
- Act as final escalation point for support team
- Be available for on-call & weekend shifts
- Perform Customer Onboarding & Critical Account roles and responsibilities
- Participate in interviewing potential new hires
Skills
- 5+ years of experience as a Cloud Support Engineer
- Strong hands-on experience with cloud platforms (AWS required; OCI is a plus)
- Solid background in cloud infrastructure support
- Must have automation experience using tools/languages such as Python, Terraform, or similar scripting/automation technologies
- Flexibility to be customer facing and travel to customer sites
- Be available for on-call & weekend shifts
- Experience with Identity and Access Management (IAM), IAM principles, and security best practices
- Experience with HashiCorp and/or CyberArk
- Candidates located in the EST or CST time zones are preferred due to daily team meetings beginning at 9:30 AM EST
Benefits
- W2 option
Company Overview