Cloud Support Engineer

Cooperative Computing (CC): We accelerate growth minded companies into the automated economy.

The business market is in rapid change, with consumer behavior placing significantly high expectations on businesses at every phase in the client experience. Each day, we experience a company dramatically shifting “industry norms” and in many cases, removing historical market leaders from their market leading position. These elements create extraordinary opportunities for our team members to excel.

CC delivers superior client experiences as the premier digital enabler of growth minded enterprises enabling their rapid growth and ensuring their sustainable and smooth transition into the Automated Economy.

Our team is passionate about delivering client value and is fanatical in how we go about ensuring we deliver extraordinary business results for our clients. We are committed to growing as individuals first, becoming the best version of ourselves in who we have been created to be. We take responsibility in our thoughts and actions, know our purpose and our end in mind, and put these first in our lives.

• Be Fanatical and Passionate Delivering Superior Client Experiences - It’s who we are!
• Growth is Contagious - I grow, You grow, We all grow!
• Be Innovative - Looking at tomorrow today. We live outside our comfort zone; we ask difficult questions of ourselves; we take risks, and we are fearless to experiment and lead the way forward
• Show Empathy & Be Honest - Every single word spoken, or action performed for our Customers, Team Members, Partners & Stakeholders will be filled with kindness, candor and honesty
• High Performance - It’s not for everyone - Our culture is our team members. We make the lives of our fellow team members better by first recognizing “I” am a team member first. We measure our progress constantly to be a better version of ourselves with every new day

The Role:

As a Cloud Support Engineer, you should be specialized in providing around-the-clock support for our clients' cloud-based infrastructures and applications. As a Cloud Support Engineer working in a 24/7 environment, you will be responsible for ensuring the reliability, availability, and performance of our clients' cloud solutions, addressing issues promptly, and delivering exceptional support at all hours.

Capabilities (Key Behaviors):

The Cloud Support Engineer is expected to have:

• Bachelor's degree in Computer Science, Information Technology, or an experience in a related field.
• Strong understanding of one of the cloud platforms such as AWS, Azure, or Google Cloud.
• Excellent problem-solving skills and the ability to thrive in high-pressure situations.
• Effective communication skills for conveying technical information to both technical and non-technical stakeholders.
• Proven experience in a 24/7 support role, preferably in a cloud computing environment.
• Participate in a rotating on-call schedule to provide continuous support, including nights, weekends, and holidays.
• Respond promptly to incidents, outages, and other critical issues affecting cloud services.
• Diagnose and resolve technical issues related to cloud infrastructure, applications, and services during on-call shifts.
• Collaborate with cross-functional teams to mitigate and resolve critical incidents.
• Utilize monitoring tools to proactively identify and address potential issues before they impact the client's environment.
• Implement preventive measures to enhance the overall stability of cloud services.
• Communicate effectively with clients during incident resolution, providing timely updates and ensuring a high level of customer satisfaction.
• Collaborate with customers to understand their needs and offer solutions to optimize their cloud environments.
• Create detailed incident reports, documenting the root cause analysis and resolution steps.
• Contribute to the maintenance of a knowledge base for common issues and solutions.

Results:

• Willingly participates in a rotating on-call schedule, ensuring continuous support.
• Responds promptly to incidents, outages, and critical issues affecting cloud services.
• Utilizes monitoring tools to proactively identify and address potential issues before impacting the client's environment.
• Collaborates with customers to understand their needs, offering solutions to optimize their cloud environments.