Senior Cloud Application Support Engineer

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Job Overview

The Senior Cloud Application Support Engineer at Pegasystems will play a crucial role in providing top-notch technical support and troubleshooting for our cloud-based applications. This position involves not only resolving customer issues but also ensuring the overall performance, reliability, and security of our cloud services. The successful candidate will work collaboratively with cross-functional teams to analyze trends, implement improvements, and maintain the highest levels of customer satisfaction in our cloud offerings.

Job Responsibilities

• Diagnose and resolve complex issues related to cloud applications in a timely and efficient manner.
• Monitor application performance and conduct regular reviews to identify areas for enhancement.
• Work closely with development teams to troubleshoot software bugs and propose effective solutions.
• Document all technical issues and resolutions in support knowledge bases for future reference.
• Collaborate with product management and engineering teams during new feature releases to ensure smooth transitions and provide support post-deployment.
• Assist in the design, configuration, and deployment of cloud infrastructure to optimize customer experiences.
• Provide training and guidance to junior support engineers to elevate team performance.
• Maintain up-to-date knowledge of industry trends and emerging technologies relevant to cloud applications.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in cloud application support or a similar role.
• Strong understanding of cloud platforms such as AWS, Azure, or Google Cloud.
• Experience with application performance monitoring and troubleshooting tools.
• Proficient in scripting languages (e.g., Python, Bash) and automation frameworks.
• Excellent analytical and problem-solving skills.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.

Technologies & Tools

The Senior Cloud Application Support Engineer will work with a diverse array of technologies and software, including cloud service providers such as AWS, Microsoft Azure, and Google Cloud Platform. Knowledge of application performance monitoring tools and logging systems like New Relic or Splunk will be essential. Familiarity with CI/CD pipelines and DevOps practices, as well as containerization technologies such as Docker and Kubernetes, is also expected.

Ideal Candidates

Ideal candidates for the Senior Cloud Application Support Engineer position possess strong technical acumen coupled with exceptional communication abilities. They exhibit a proactive and analytical mindset, capable of identifying issues before they affect users. A passion for continuous improvement, a collaborative attitude, and a genuine commitment to providing excellent customer service are essential traits. Additionally, successful candidates should thrive in fast-paced environments and embrace challenges with enthusiasm and professionalism.