Cloud Support Engineer
Job Description
The Software & Services Support team is seeking experienced Software Support professionals to provide Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The Cloud Support Engineer needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast paced environment.
Essential Responsibilities:
• You will be accountable for taking direct support cases from users of the Industrial Cloud PAAS & SAAS customers
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Trouble-shoot application alerts from monitoring tools and follow necessary playbook steps to resolve or escalate appropriately
• Work directly with Service architects to help reproduce and resolve customer issues
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers’ technical support experience
• Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase
• Work on critical, highly complex customer problems that may span multiple services
• Participate in a 24x7 on-call rotation
• Collaborate with cross functional stakeholders
• Provide timely and accurate estimates for deliverables
• Contribute on the support user forums and developer community
Desired Skills:
• Experience with monitoring tools such as New Relic, Splunk, Sensu, log stash, Nimsoft
• Experience with supporting operations of Cloud application fabric and/or PaaS technologies such as Cloud Foundry
• Strong communication, and time management skills
• Strong interpersonal and written communication skills
• Ability to work in a fast paced, multi-site organization
• Experience working in Agile development environment
Qualifications
Qualifications/Requirements
• Bachelor’s Degree in Computer Science/ Engineering OR “STEM” Majors (Science, Technology, Engineering and Math)
• A minimum of 3 years of experience in cloud/online service operations or Saas Technical Support
• Strong Unix/Linux Skills
• Hands-on experience with at least one third generation automation as well as continuous integration and deployment solutions such as Chef, Jenkins, Puppet
Average salary estimate
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