Cloud Support Engineer - Andover, MA

Cloud Support Engineer - Andover, MA

As a Senior Engineer in Cloud Support, you will play a key role in providing strong Level-2 support for cloud-based applications and technologies, particularly within IoT and integrated systems. This role involves collaborating with business stakeholders to ensure seamless operations and drive efficiency in support cases, major incident resolution, and system stability.

This position requires you to be on-site in Andover, Massachusetts 1x a week. 

Key Responsibilities:

• Understand the IoT-enabled digital solution and integrated systems supporting business processes end-to-end.
• Provide support to internal and external customers utilizing the IoT platform.
• Enhance the customer experience by reducing time to resolution for support cases.
• Participate in troubleshooting and resolving major incidents.
• Collaborate with development and support teams to drive complex issues to closure.
• Work closely with team members to maintain production stability.
• Engage with Tech Leads on the transition of IT solutions to support mode.
• Communicate effectively with users and stakeholders across various locations.
• Escalate issues to the appropriate teams when necessary.
• Identify recurring issues and collaborate with L3/Dev teams to deploy solutions.
• Document knowledge and share it with team members.
• Contribute to knowledge management initiatives within the organization.
• Continuously improve existing documentation and processes.
• Stay updated on new tools and technologies as per business requirements.
• Promote best practices and process adherence within the team.

Qualifications:

• Minimum of 3-4 years of experience with IoT-based technologies and Cloud PaaS/IaaS environments (Azure, AWS).
• Client-focused with a strong service-oriented approach.
• Versatile team player with excellent communication and collaboration skills.
• Strong troubleshooting abilities using logical thinking.
• Experience with ticketing portals such as Jira and ServiceNow.
• Familiarity with MS Office applications and ITIL framework.
• Ability to work with various systems, platforms, operating systems, languages, tools, and technologies.
• Proactive and autonomous, with the ability to work both as part of a team and as an individual contributor.
• Adaptability to evolving work environments and technologies.
• Eagerness to expand skills and knowledge as needed.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

This position doesn’t provide sponsorship.