Senior Cloud Application Support Engineer

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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 will play a critical role in providing exceptional technical support for our cloud-based applications. This position entails working closely with clients to troubleshoot issues, optimize system performance, and ensure the highest level of service availability. The successful candidate will leverage their deep technical expertise and problem-solving skills to contribute to the continuous improvement of our applications while collaborating with cross-functional teams to enhance our cloud environment capabilities.

Job Responsibilities

• Provide technical support for cloud-based applications, ensuring timely resolution of client issues.
• Collaborate with development teams to address software defects and enhance application performance.
• Monitor application performance and network traffic to identify potential concerns or bottlenecks.
• Create and maintain documentation related to support processes and troubleshooting steps.
• Participate in on-call support rotation to ensure 24/7 availability for critical systems.
• Assist in the deployment of new releases and updates to cloud applications.
• Lead root cause analysis efforts for complex issues and implement preventive measures.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 5 years of experience in application support, preferably in a cloud environment.
• Strong troubleshooting and problem-solving skills, with a focus on customer satisfaction.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Proficiency in scripting languages (e.g., Python, Bash) for automation tasks.
• Understanding of database management systems and SQL.
• Familiarity with ITIL frameworks and incident management processes is a plus.

Technologies & Tools

The Senior Cloud Application Support Engineer will utilize a variety of technologies and tools, including cloud computing platforms such as Amazon Web Services (AWS) and Microsoft Azure. Proficiency in application monitoring tools, logging platforms, and ticketing systems (like Jira) is essential. Familiarity with DevOps practices, CI/CD tools, and configuration management tools will be advantageous to streamline application deployment and support processes.

Ideal Candidates

The ideal candidate for the Senior Cloud Application Support Engineer position is a proactive and detail-oriented professional with a strong commitment to delivering quality service. They possess excellent communication skills to interact effectively with clients and internal teams. A passion for technology and a continuous learning mindset are crucial, as is the ability to thrive in a fast-paced, dynamic work environment. Candidates who demonstrate strong leadership qualities and a collaborative spirit will further succeed in this role.