Cloud Support Engineer

Radiansys Inc.; San Ramon (CA); On-site; USD 75,000 - 95,000; Full time

Job summary

Radiansys Inc. is looking for a Cloud Support Engineer to provide technical support for the Predix Cloud platform. In this role, you will handle direct support cases from users, apply advanced troubleshooting techniques, and collaborate with service architects to resolve complex issues.

The ideal candidate should have a Bachelor's degree in Computer Science or a related STEM field, along with at least 3 years of experience in cloud service operations or SaaS technical support. Strong communication skills are essential for this fast-paced environment.

Qualifications

• Bachelor's degree in Computer Science/Engineering or STEM majors required.
• Minimum of 3 years in cloud service operations or SaaS Technical Support.
• Hands-on experience with automation and continuous integration.

Responsibilities

• Accountable for taking direct support cases from users.
• Apply advanced troubleshooting techniques to support customers.
• Collaborate with service architects to resolve issues.
• Participate in a 24x7 on-call rotation.

Skills

Experience with monitoring tools

Cloud application support

Strong communication skills

Time management skills

Interpersonal skills

Education

Bachelor’s Degree in Computer Science/Engineering or STEM majors

Tools

New Relic

Splunk

Chef

Jenkins

Puppet

Job description

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.

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

Qualifications

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