Cloud Support Engineer

Title: Cloud Support Engineer
Location: Hybrid in Saint Paul, MN
Direct Hire
Salary: $90-110k depending on experience plus full benefits and bonus

POSITION SUMMARY
The Cloud Support Engineer is responsible to ensure availability, quality, and reliability of business enterprise applications. He or she will also be responsible for providing technical support, proactively improve the reliability and resiliency of the applications, managing, or assisting in the management of application related projects, including product releases, software enhancements and new modules, diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality of the software applications. Acts as a liaison between business line managers, infrastructure team members, software vendors, software developers and end users.

ESSENTIAL FUNCTIONS

• Application Support, Software Configuration & Release management.
• Deploying and managing applications on cloud services (Docket & Kubernetes etc.)
• Manage incidents through to resolution keeping all stakeholders abreast of the situation and working to minimize impact wherever possible; build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third-party systems/data providers & vendors
• Acts as a liaison for internal customers between vendors and other internal IS disciplines. Gathers requirements from end customers and works with vendors/ development team to achieve business needs and process improvements.
• Assists in the development, planning and execution of the Software Roadmap, including upgrades to existing systems and the evaluation, selection and implementation of new systems.
• Designs, develops and modifies internal procedures and documentation for third party software and internally developed software.
• Manage the response and resolution of Application Support incidents and requests within established SLA's.
• Conduct real time monitoring to ensure application service level agreements (SLAs) are achieved and maximum application availability (up time)
• Assist in the process to approve all new releases and production configuration changes, keep stakeholders informed, and conduct any release tasks assigned to support. Ensure all knowledge is documented and that support runbooks and knowledge articles are kept up to date
• Conduct post-mortems of incidents and drive relevant feedback into incident, problem and change management programs
• Own application/ issues and coordinate with cross functional team to drive the issue resolution.
• Work with software vendor to have application issues fixed, both short term and long term (Root Cause).
• Work with the various business departments to understand their needs for the software and any issues they are experiencing.
• Perform periodic analysis of the applications and lead continuous improvement effort.

EDUCATION & EXPERIENCE

• Bachelor's degree in computer science or other technical school certificate is required.
• Minimum 5 years in software industry experience required.
• Experience and knowledge of System Development Life Cycle (SDLC), change management, implementation planning and release management required.
• Advanced ability to research, analyze and recommend improvements to the organization's use of the software applications.
• Advanced skill in creating and maintaining technical documentation.
• Solid skill set in the use of Microsoft Excel, Word, PowerPoint, Access, and Outlook.
• Significant experience installing and supporting Windows based applications required.
• Proven ability to solve problems, prioritize tasks and meet required deadlines.
• Research, recommend, configure, and administer software configuration changes.
• Write/ analyze SQL/PLSQL queries
• Experience supporting any cloud platform such as Azure, AWS, GCP
• Ability to derive and process log and metric information from any log analytics solution such as Azure monitor or ELK stack
• Experience with at least one programming language like Go, Python, or Ruby
• Experience with Docker and Kubernetes from an application standpoint including concepts of health monitoring, restarts, scalability, application performance monitoring
• Knowledge of intra and inter region application load balancing in public cloud and Kubernetes environment - preferred
• Knowledge of modern UI frameworks such as Angular or React - preferred
• Experience with modern CI/CD platforms such as Jenkins, GitHub actions - preferred
• Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation
• Complex problem-solving skills required.
• Ability to diagnose and address application issues.