Cloud Support Engineer

Forbes Technical Consulting; Chicago (IL); Híbrido; USD 110.000 - 150.000; Tempo integral

Resumo da vaga

Forbes Technical Consulting LLC is seeking a Cloud Support Engineer to join our cloud operations team in Chicago. This hands-on role centers on AWS infrastructure operations, incident response, troubleshooting, monitoring, and continuous improvement.

You will respond to alerts, resolve issues within SLAs, and communicate clearly during incident lifecycles. There is potential to expand into cloud security operations as the organization grows.

Qualificações

• AWS Solutions Architect Associate/Professional certification is required.
• Hands-on experience operating in AWS environments, including multi-account environments and cross-account IAM.
• Experience with IaC using Terraform and/or CloudFormation.
• Reactive technical support experience including alert response and SLA-driven operations.
• Strong troubleshooting skills across AWS compute, networking, storage and database services.
• Experience with monitoring/alerting platforms such as Datadog, CloudWatch, PagerDuty or equivalent.
• Strong written and verbal communication during high-priority incidents and technical bridge calls.
• Ability to identify patterns across recurring incidents and propose solutions.

Responsabilidades

• Respond to infrastructure monitoring alerts and customer support requests.
• Triage, classify, and resolve incidents within established SLA timeframes.
• Troubleshoot AWS environments across EC2, ECS/EKS, RDS, Lambda, ALB/NLB, S3, CloudWatch, Route 53, VPC."
• Follow established runbooks and execute approved remediation procedures.
• Escalate issues when they exceed authority or require additional input.
• Provide clear status updates throughout the incident lifecycle.
• Manage AWS Support cases and coordinate technical resolution activities.
• Participate in a 24x7 on-call rotation.
• Document incident timelines, troubleshooting steps, actions taken, and root-cause findings.
• Configure and maintain monitoring dashboards/alerts using Datadog and CloudWatch.
• Identify recurring issues and recommend improvements to runbooks and monitoring.
• Collaborate with cloud architecture/engineering on operational improvements.

Conhecimentos

AWS

Incident response

Troubleshooting

Communication

On-call support

Formação

Bachelor's degree in Computer Science

Ferramentas

Datadog

CloudWatch

PagerDuty

Terraform

CloudFormation

Descrição da vaga

Location: Chicago, IL (hybrid)

Type: Direct hire

Schedule: 24x7 support rotation

About the Opportunity

We are seeking a Cloud Support Engineer to join a growing cloud infrastructure and operations team supporting enterprise customer environments.

This is a hands‑on role focused on AWS infrastructure operations, incident response, troubleshooting, monitoring, and continuous improvement. You’ll be responsible for responding to alerts and support requests, resolving infrastructure issues within established SLAs, and communicating clearly throughout the incident lifecycle.

The team is also focused on identifying recurring issues and improving monitoring, documentation, runbooks, and infrastructure reliability. There is potential for the role to expand into cloud security operations as the organization continues to grow.

What You’ll Do

• Respond to infrastructure monitoring alerts and customer support requests.
• Acknowledge, triage, classify, and resolve incidents within established SLA timeframes.
• Troubleshoot AWS environments across:
• EC2
• ECS/EKS
• RDS
• Lambda
• ALB/NLB
• S3
• CloudWatch
• Route 53
• VPC networking
• Follow established runbooks and execute approved remediation procedures.
• Escalate issues appropriately when they exceed defined authority or require additional technical or customer input.
• Provide clear and proactive status updates throughout the incident lifecycle.
• Manage AWS Support cases and coordinate technical resolution activities.
• Participate in a 24x7 on-call rotation.
• Document incident timelines, troubleshooting steps, actions taken, and root‑cause findings.
• Configure and maintain monitoring dashboards, alerts, and integrations using Datadog and/or CloudWatch.
• Identify recurring issues and recommend improvements to runbooks, monitoring, processes, and infrastructure.
• Collaborate with cloud architecture and engineering teams on operational improvement initiatives.

Required Qualifications

• AWS Solutions Architect certification — Associate or Professional.
• Hands‑on experience operating within AWS environments, including multi‑account environments and cross‑account IAM role assumption.
• Hands‑on experience with Infrastructure as Code, particularly Terraform and/or CloudFormation.
• Experience with reactive technical support, including alert response, incident triage, severity classification, and SLA‑driven operations.
• Strong troubleshooting skills across AWS compute, networking, storage, and database services.
• Experience with monitoring and alerting platforms such as Datadog, CloudWatch, PagerDuty, or equivalent.
• Strong written and verbal communication skills, particularly during high‑priority incidents and technical bridge calls.
• Ability to identify patterns across recurring incidents and proactively recommend solutions.

Strongly Preferred

• Experience configuring and administering Datadog, including agents, custom metrics, monitors, dashboards, integrations, and alert routing.
• Experience with CrowdStrike Falcon, including deployment, policy configuration, detection triage, or response workflows.
• Experience in SOC/security operations, threat detection, endpoint protection, or security incident response.

Nice to Have

• Additional AWS certifications, such as:
• AWS SysOps Administrator
• AWS Security Specialty
• Experience with container orchestration, including ECS or EKS.
• Experience with FinOps or AWS cost optimization.
• Background in a NOC, operations center, or structured escalation environment.
• Familiarity with AWS security services such as GuardDuty, Security Hub, CloudTrail, or IAM Access Analyzer.

Why Consider This Opportunity?

This role offers the opportunity to work hands‑on with modern AWS infrastructure while gaining exposure to cloud operations, automation, observability, incident management, and security. It is well suited for an engineer who enjoys troubleshooting in real time but also wants to look beyond individual tickets and help improve the environment overall.