Senior Cloud Application Support Engineer

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Job Overview

The Senior Cloud Application Support Engineer at Pegasystems will play a pivotal role in ensuring the seamless operation and performance of our cloud-based applications. This position requires a highly skilled individual who can troubleshoot complex issues, deliver technical support, and contribute to the overall improvement of cloud services. The candidate will collaborate with cross-functional teams to monitor application performance, implement proactive solutions, and enhance user experience while adhering to best practices in cloud application management.

Job Responsibilities

• Provide advanced technical support and troubleshooting for cloud applications, ensuring timely resolution of incidents.
• Monitor application performance metrics and implement performance tuning measures as necessary.
• Collaborate with development teams to facilitate application improvements and feature enhancements.
• Develop and maintain documentation relating to application configurations, processes, and user guides.
• Participate in on-call support rotation and respond to emergencies as necessary to maintain uptime and reliability.
• Conduct root cause analysis on recurring issues and implement efficient remediation strategies.
• Support customers and internal teams with training and guidance on application functionality and best practices.
• Keep abreast of industry trends and advances in cloud technologies to inform improvements in application support processes.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in application support, with a focus on cloud environments.
• Strong understanding of cloud computing concepts, architectures, and services (e.g., AWS, Azure, Google Cloud).
• Proficiency in scripting languages such as Python, Bash, or PowerShell for automation tasks.
• Experience with monitoring tools and techniques for cloud applications.
• Excellent problem-solving skills and ability to work well under pressure.
• Strong communication skills to effectively interact with both technical and non-technical stakeholders.
• Familiarity with Agile methodologies and project management principles is advantageous.

Technologies & Tools

The Senior Cloud Application Support Engineer will work with a variety of technologies and tools including but not limited to cloud platforms such as AWS, Azure, and Google Cloud. Proficiency in application monitoring tools, performance tuning software, and incident management systems will be essential. Familiarity with version control systems like Git, as well as experience with databases (SQL and NoSQL), is also expected to effectively manage and support applications in the cloud environment.

Ideal Candidates

Ideal candidates for this position possess a proactive mindset and an unwavering commitment to excellence. They are adept at working independently as well as collaborating effectively within a team. Strong analytical skills and attention to detail are critical in diagnosing and resolving complex technical issues. Candidates should demonstrate resilience under pressure and a continuous desire to learn and adapt to new technologies and methodologies in a fast-paced cloud environment.