Cloud Support Engineer II, 2nd shift
South Florida Tech Hub
CloudHesive is an Amazon Premiere Partner and Amazon Managed Services Partner founded by veterans in the cloud technology space. We help our customers adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services with a focus on Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimization.
Our employees are the foundation of our success, and we invest in them! We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring and much more. We move quickly, act decisively and communicate openly to drive a collaborative environment and our customer’s success. With offices in the U.S. and Latin America, you will work with experts in the industry on revolutionary technology solutions that have been deployed successfully around the globe.
We are seeking a remote Cloud Support Engineer II, 2nd shift, Sat-Wed, 4:00pm-1:00am OR Wed-Sun, 4:00pm-1:00am, to join our growing team and have a strong preference for this position to be based in North Carolina. In this role, the Cloud Support Engineer II (CSE II) will ensure that technical incident and problem tickets are completed in a timely fashion to meet established service level agreements (SLA’s) with our customers. Using ServiceNow (SNOW), the successful CSE II will ensure that tickets are logged with detail, accuracy and time spent on resolution. Tickets involve solving simple to complex cloud related or application related issues for our managed services customers.
What you’ll be doing:
Work directly on customers on premise 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 to close tickets out based on SLA commitments.
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 to meet the SLAs for each ticket assigned
Manage weekly patching of customer environments and work on customer deployments to production environments.
Work in real time with customers using collaboration tools such as Slack and Teams to solve items
Become technical subject matter expert on customer cloud and on-premise environments
Help to automate common repetitive maintenance tasks and be a thought leader
Email and Slack on mobile phone for collaboration
Is this role for you?
Experience in a specific technology practice (Infrastructure, Network, Storage, Servers, Security, Windows, Linux, VMWare, etc.)
Strong experience in Microsoft and/or Linux Infrastructure administration, troubleshooting and setup required – Office 365, Microsoft Exchange, Windows Server, Active Directory, Azure, PowerShell, etc.
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
Ability to document solutions with proper grammar and customer facing language
Ability to escalate issues that are close to breaching SLAs
Bonus points if you have:
Azure or AWS Pro or Associate certifications
Operating systems: Windows / Linux – Windows
AWS / Azure / Google Cloud Platform (GCP)
Monitoring tools: DataDog, Nagios, Solar Winds
Service Desk tools: ServiceNOW, Heat, Remedy, Jira, etc
Host based Security: Trend Micro, Symantec, Carbon Black, Crowd Strike and others
Log aggregation: Sumologic, Splunk
Microsoft: Office 365, Windows Servers, Microsoft product line
In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, training on cutting edge technology and partners (AWS), a flexible work schedule, responsible time off, standing desks, a kitchen filled with snacks chosen by our employees and much more! If you think you’d be a great fit, we’d like to learn more about you!