Senior Cloud Application Support Engineer

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Pegasystems, so some details may not match this job. The employer's own page has the real description.

Overview

The Senior Cloud Application Support Engineer at Pegasystems plays a critical role in ensuring the smooth operation and maintenance of cloud-based applications. This position involves addressing technical issues, providing expert-level support to both internal teams and clients, managing cloud environments, and leading initiatives to enhance application performance and reliability. The ideal candidate will leverage their deep understanding of cloud technologies and customer service skills to resolve complex technical problems while fostering a culture of continuous improvement and innovation within the team.

Job Responsibilities

• Provide tier-3 support for cloud applications, effectively diagnosing and resolving technical issues.
• Collaborate with development and engineering teams to identify and implement solutions to recurring problems.
• Monitor application performance and proactively manage cloud resources to ensure availability and scalability.
• Document and maintain comprehensive records of support incidents and resolutions in the ticketing system.
• Assist in the deployment of new cloud applications and features, ensuring seamless integration and user experience.
• Participate in on-call support rotation and respond to incidents during off-hours as needed.
• Lead root cause analysis and reporting for issues, driving initiatives for long-term improvements.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in application support or systems administration, preferably in a cloud environment.
• Strong knowledge of cloud platforms such as AWS, Azure, or Google Cloud.
• Proficiency in scripting languages (e.g., Python, Shell) for automation and process improvement.
• Experience with monitoring, logging, and alerting tools related to cloud applications.
• Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
• Familiarity with ITIL best practices and service management frameworks highly desirable.

Technologies & Tools

The Senior Cloud Application Support Engineer will work with a variety of technologies and tools, including but not limited to cloud service platforms like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud; container orchestration tools such as Kubernetes; configuration management tools like Ansible or Terraform; and monitoring solutions such as Grafana or Prometheus. Familiarity with database management systems and API management will also be crucial for the successful execution of responsibilities.

Ideal Candidates

The ideal candidates for this position are those who exhibit strong problem-solving skills and have a collaborative mindset. They must possess a keen attention to detail and a proactive approach to identifying and mitigating issues before they affect end users. A successful candidate is adaptable, technologically savvy, and has a passion for enhancing the user experience. Their ability to communicate complex technical concepts clearly and effectively is essential in fostering strong relationships with team members and stakeholders alike.