Associate Cloud Operations Engineer I Research and Development

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This position, under the general direction of the Manager or Technical Lead, Cloud Operations, will be responsible for supporting cloud customers and be responsible, at varying levels, for software installations and configuration, continuous systems analysis, technical customer support, and systems administration for the SaaS server technologies used in a multi-cloud environment.


Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Execute ticket triage, investigation and resolution of reported incidents
  • Troubleshoot application issues and engage Customer Support as needed to identify and resolve the issue
  • Troubleshoots problems with user accounts and application access
  • Perform daily system administration tasks to verify that all systems are up and running
  • Installation and configuration of highly available cloud-based software and customer environments
  • Monitor and troubleshoot application and infrastructure issues to ensure high availability, optimal performance and system responsiveness
  • Operate and maintain orchestration routines in production
  • Complete periodic application software and infrastructure updates and software version upgrades
  • Support product development teams in the delivery of continuous integration, continuous deployment, providing templates and patterns to follow to ensure code produced by product development teams can be deployed and scaled on standardized technologies and platforms
  • Perform root cause analysis for production issues where the root cause is in infrastructure, environment, configuration, or deployment routines; understand when to escalate to product development teams; remediate root causes and implement preventative actions
  • Performs basic database monitoring and troubleshooting of database performance issues
  • Participate in after-hours maintenance when necessary, respond to emergencies, participate in customer calls when called upon in support of initiatives and incident response
  • Participate in 24/7 on-call support including shift rotations where required
  • Able to communicate effectively and work as a team member to manage all cloud-based systems used within the environment
  • Other duties as assigned


To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

  • 0-3 years’ experience supporting cloud-based products
  • Bachelor’s degree in Computer Science, Information Systems or equivalent degree required
  • Minimum 1 years’ experience with application server technologies such as IIS, Tomcat
  • Minimum 1 years’ experience providing application support for java based application with Oracle backend is a plus
  • Minimum 1 years’ practical experience of AWS and/or Azure equivalent technologies such as EC2, NSGs, VPC/VNETs, Load Balancers, DNS, and certificate management
  • Practical experience with configuration management and orchestration technologies such as Chef, Puppet, Ansible, Salt, Cloud Formation, ARM Templates, or comparable (demonstrable proficiency or professional experience in same preferred)
  • Proficiency in one or more programming languages
  • Proficiency in Windows and Linux server administration
  • Knowledge of containerization and container orchestration techniques (Kubernetes, Rancher, Mesos)
  • Knowledge of cloud Identity and Access Management (IAM), Azure AD (AAD)
  • Knowledge of Relational and No-SQL databases (demonstrable proficiency or professional experience preferred)
  • Ability to handle a heavy workload with multiple projects and frequent interruptions
  • Ability to work in a changing, dynamic environment
  • Strong written and verbal communication skills


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