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.

Job Overview

The Senior Cloud Application Support Engineer at Pegasystems is responsible for ensuring the seamless operation and performance of cloud-based applications. This role includes troubleshooting, resolving complex application issues, and collaborating with cross-functional teams to enhance application reliability and efficiency. The engineer will also play a critical role in guiding junior team members and contributing to the development of support documentation and knowledge bases, ultimately ensuring a high level of service delivery.

Job Responsibilities

• Monitor, troubleshoot, and resolve escalated issues related to cloud applications.
• Perform root cause analysis on critical incidents and implement corrective actions.
• Collaborate with development teams to optimize application performance and reliability.
• Provide expert support to end-users, ensuring timely and effective resolution of issues.
• Develop and maintain comprehensive documentation on support processes and procedures.
• Facilitate knowledge sharing and training for junior engineers and support staff.
• Analyze system metrics and user feedback to recommend improvements and enhancements.
• Participate in deployment and upgrade activities to ensure successful application launches.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support, preferably in a cloud environment.
• Strong knowledge of cloud computing concepts and services (e.g., AWS, Azure, Google Cloud).
• Proficiency in scripting languages (e.g., Python, Bash) for automation tasks.
• Experience with monitoring and logging tools (e.g., Splunk, Datadog, ELK Stack).
• Excellent problem-solving and analytical skills with a focus on customer satisfaction.
• Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

Technologies & Tools

The Senior Cloud Application Support Engineer will utilize a variety of technologies and tools, including cloud service platforms (AWS, Azure, or Google Cloud), application monitoring solutions (such as Splunk or Datadog), and collaboration tools (like Jira and Confluence). Familiarity with CI/CD tools and methodologies, along with configuration management technologies, will be beneficial in optimizing application deployment and performance.

Ideal Candidates

Ideal candidates for the Senior Cloud Application Support Engineer position will possess a proactive attitude towards problem-solving and a strong commitment to customer service. They should be detail-oriented, with the ability to manage multiple tasks effectively in a fast-paced environment. A passion for continuous learning and staying updated on industry trends in cloud technology will enhance their fit for this role. Additionally, strong interpersonal skills and the ability to work collaboratively with diverse teams are essential qualities that would contribute to success in this position.