Investigate, troubleshoot, and resolve cloud network-related incidents and service requests.
Monitor service health and proactively identify opportunities to improve reliability, availability, and customer experience.
Support customer onboarding, network connectivity validation, and infrastructure change activities.
Perform root cause analysis and implement corrective actions to prevent recurring issues.
Collaborate with engineering, service delivery, site reliability engineering (SRE), and cloud operations teams to resolve complex technical challenges.
Execute risk assessments during task execution to ensure platform stability and minimize service impact.
Implement and maintain cloud security best practices, including compliance and governance controls.
Maintain accurate operational documentation, procedures, and knowledge articles.
Participate in incident response and operational support activities within a 24x7 global support model.
Communicate effectively with customers and internal stakeholders during incident investigations and service restoration efforts.
Support continuous improvement initiatives focused on operational excellence and service quality.
Mentor junior engineers and contribute to team knowledge-sharing activities.
Ensure consistent achievement of SLAs, SLOs, and KPIs, with a strong focus on customer experience.
Who You'll Work With
You will work closely with a diverse set of teams across the organization, including:
Cloud Operations
Site Reliability Engineering (SRE)
Product Engineering
Governance and Compliance
Service Delivery
Customer Support and Service Experience Management
You will also interact directly with customers, cloud providers, and various internal stakeholders to ensure successful service delivery and issue resolution.
What Makes You a Qualified Candidate
Bachelor's degree in Computer Science, Information Technology, Network Engineering, or a related field.
3+ years of experience supporting enterprise network, cloud, or infrastructure environments.
Strong knowledge of networking fundamentals, including TCP/IP, routing, DNS, VPNs, and network security concepts.
Strong understanding of network traffic flows and packet-level analysis, including the ability to read, interpret, and clearly explain TCP/IP communications using packet capture tools such as tcpdump and Wireshark.
Strong ability to validate and troubleshoot network performance using tools such as iperf, traceroute, and monitoring platforms, including analysis of throughput, latency, packet loss, and inbound/outbound traffic trends to identify network bottlenecks and performance issues.
Strong understanding of enterprise network architectures and routing principles, with the ability to quickly trace traffic paths, identify failure points, and determine how traffic is routed across on-premises, cloud, and hybrid network environments.
Hands-on experience with all three major public cloud platforms (AWS, Azure, and GCP) is required.
Working knowledge of Linux administration.
Strong troubleshooting, analytical, and customer service skills.
Excellent written and verbal communication skills.
Ability to work effectively in a global, collaborative support environment.
Certifications
Required
Cisco Certified Network Associate (CCNA).
At least one associate cloud certification, such as
AWS Certified CloudOps Engineer Associate
AWS Certified Solutions Architect - Associate
Microsoft Azure Network Engineer Associate (AZ-700)
Preferred
AWS Certified Advanced Networking – Specialty
Google Professional Cloud Network Engineer
ITIL Foundation Certification
What You'll Bring
A customer-first mindset with a strong focus on service quality.
A passion for troubleshooting and resolving complex networking challenges.
The ability to remain calm and organized during critical incidents.
Strong collaboration skills and the ability to work across technical and non-technical teams.
A commitment to continuous learning within cloud networking and operations.
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