JD – Cloud Support Engineer

Descripción de la oferta

CloudBlue is a technology solution startup born from the need to digitally transform a multibillion-dollar enterprise. The CloudBlue platform orchestrates ecosystems for customers worldwide, including the largest B2B Cloud Marketplace in the world. We have spent 15+ years innovating and investing in digital transformation, subscriptions, and multi-level partner ecosystems. Today, hundreds of customers rely on CloudBlue to orchestrate their ecosystems and scale their businesses globally.

By joining the CloudBlue team, you’ll be playing a significant role in our growth, having an opportunity to make an immediate impact on the business. Our entrepreneurial scope means we operate with the agility of a high growth start-up, but with the confidence & backing of a Fortune 100 corporation, Ingram Micro.

At CloudBlue you’ll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You’ll be a part of a culture that emphasizes trust, open communication, and continuous learning.

CloudBlue is seeking a talented Intern with a superb technical acumen and can-do attitude focused on supporting the hyper-growth of our infinite ecosystems of SaaS and IaaS solutions.

In this ‘where the rubber hits the road’ role and as part of the Cloud Support Engineering team, you will be instrumental in supporting the world’s LARGEST Cloud Marketplace, working alongside a respected, high-performance and highly collaborative team. You will ensure platform availability, reliability and up-time by proactively triaging issues and providing AMAZING 2nd line support. With customer focus on top of mind, you will drive issue resolution to help improve Customer Satisfaction.

Responsibilities:

Providing support in a 24x7x365, KPI-driven Cloud environment
Handling tickets related to automation break-fix issues, as well as escalations from 1st Line of Support within OLAs, by staying on top of new features and enhancements and being a subject matter expert, and providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform
Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
Document, publish and maintain knowledgebase articles to help optimize the workforce
Drive operational efficiency and improvements

Requirements:

Knowledge of Cloud Computing concepts
Knowledge of TCIP/IP suite protocols related to web, mail and networking services
Knowledge of Linux Operating Systems, web servers and databases – Apache, IIS, MySQL, MSSQL
Knowledge of one or more programming languages such as PHP, Javascript, Bash, Powershell
Passion for providing exemplary customer service
Eager to learn new technologies
Professional communication skills, both verbal and written
Self-motivated starter who is proactive in performing duties
Writing and maintaining technical documentation
Attention to detail

Nice to have:

Experience with Cloud platforms, such as Microsoft Azure and AWS is a plus
Certification in one or more of the following: LPIC-1, RedHat, CCNA, Azure, AWS, ITIL
Knowledge of API (REST, Oauth)
We value creativity, enthusiasm and proactiveness to achieve results.

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.