Senior Cloud Engineering Support Specialist (Tier 2) - Rapidscale

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

Job Overview

The Senior Cloud Engineering Support Specialist (Tier 2) at Cox Communications within the Rapidscale team plays a vital role in providing advanced technical support and solutions for cloud-based services. This position is instrumental in resolving complex customer issues, ensuring system performance, and facilitating the successful implementation of cloud technologies. The candidate will work collaboratively with internal teams and clients to enhance service quality, drive operational efficiency, and elevate customer satisfaction.

Job Responsibilities

• Provide Tier 2 technical support for cloud services, resolving customer issues in a timely manner.
• Collaborate with cross-functional teams to design, implement, and troubleshoot cloud infrastructure.
• Conduct root cause analysis on recurring issues and work towards effective solutions.
• Monitor system performance and manage system availability, ensuring high levels of service quality.
• Assist in the deployment and configuration of cloud-based solutions for customers.
• Document technical procedures and processes to streamline support efforts and enhance knowledge sharing.
• Participate in on-call rotations to provide support outside of regular business hours as needed.
• Provide training and mentorship to junior team members, encouraging skill development and knowledge acquisition.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in cloud support engineering or a related technical support role.
• Strong understanding of cloud computing concepts, including IaaS, PaaS, and SaaS.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Proficiency in scripting languages (Python, Bash, PowerShell) and automation tools.
• Excellent troubleshooting and analytical skills with a focus on customer satisfaction.
• Strong verbal and written communication skills, comfortable in client-facing situations.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Microsoft Azure Fundamentals) are preferred.

Technologies & Tools

The Senior Cloud Engineering Support Specialist will utilize a variety of technologies and tools to perform their duties effectively. This includes cloud platforms such as AWS, Azure, and Google Cloud, alongside monitoring tools like CloudWatch and others related to performance management. Proficient use of ticketing systems such as ServiceNow or Jira, and familiarity with DevOps tools for automation and CI/CD processes will also be required.

Ideal Candidates

Ideal candidates for the Senior Cloud Engineering Support Specialist position will possess a strong technical acumen combined with excellent interpersonal skills. They should demonstrate a proactive mindset, showcasing initiative in problem-solving and a commitment to enhancing customer experiences. Adaptability, attention to detail, and the ability to thrive in a fast-paced environment are key traits. The ability to work collaboratively within a team and the willingness to mentor others will further distinguish a successful candidate.