Cloud Support Engineer

The Software & Services Support team is seeking experienced Software Support professionals to provide Technical Support for the Predix Cloud: The Software Platform for the Industrial Internet. The Cloud Support Engineer needs to have experience with supporting applications on the cloud that have services-based architectures; strong communication skills, and a motivation to achieve results in a fast paced environment.

Essential Responsibilities:

• You will be accountable for taking direct support cases from users of the Industrial Cloud PAAS & SAAS customers

• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

• Trouble-shoot application alerts from monitoring tools and follow necessary playbook steps to resolve or escalate appropriately

• Work directly with Service architects to help reproduce and resolve customer issues

• Drive customer communication during critical events

• Drive projects that improve support-related processes and our customers’ technical support experience

• Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase

• Work on critical, highly complex customer problems that may span multiple services

• Participate in a 24x7 on-call rotation

• Collaborate with cross functional stakeholders 

• Provide timely and accurate estimates for deliverables

• Contribute on the support user forums and developer community

Desired Skills:

• Experience with monitoring tools such as New Relic, Splunk, Sensu, log stash, Nimsoft

• Experience with supporting operations of Cloud application fabric and/or PaaS technologies such as Cloud Foundry

• Strong communication, and time management skills

• Strong interpersonal and written communication skills

• Ability to work in a fast paced, multi-site organization

• Experience working in Agile development environment

Qualifications/Requirements

• Bachelor’s Degree in Computer Science/ Engineering OR “STEM” Majors (Science, Technology, Engineering and Math)

• A minimum of 3 years of experience in cloud/online service operations or Saas Technical Support

• Strong Unix/Linux Skills

• Hands-on experience with at least one third generation automation as well as continuous integration and deployment solutions such as Chef, Jenkins, Puppet