Job Description

Cloud Support Engineer
Milton Keynes
£43K–£72K a year
Full–time
PCD310137

Job description

Key Duties and Responsibilities

Working in close collaboration with the Global Support Manager and wider in-country public-cloud platform teams, the core responsibilities of the role include, but not limited to, the following:
• Stay up-to-date with the latest public-cloud technologies and best practices, and share knowledge with the team.
• Monitor and Manage Support Cases: Oversee incoming public-cloud-related support issues from Level 1 and Level 2 agents, ensuring they are progressing efficiently and escalated only when necessary.
• Reduce Escalations to a major public-cloud platform (L3): Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to the cloud provider's support team.
• Hands-On Troubleshooting: Step in to troubleshoot and resolve advanced technical issues across public-cloud services (e.g., cloud infrastructure services). Ensuring the customer experience is top of mind.
• Process Improvement: Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
• Enhance Team Knowledge: Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing
• Documentation & Best Practices: Create and maintain technical documentation, SOPs, and knowledge base articles.
• Mentorship: Guide and support junior engineers, sharing your expertise and helping them grow.
• On-Call Support: Participate in a rotating on-call schedule for critical issues.

Qualifications and Experience

Experience:
• 5+ years in technical support, service-desk or customer-facing IT roles.
• 2+ years of hands-on experience supporting a major public-cloud platform

Technical Skills:
• In-depth knowledge of public-cloud services and architecture.
• Experience with cloud computing and infrastructure.
• Strong understanding of networking concepts and protocols.
• Proficiency in troubleshooting and problem-solving complex technical issues.

Soft Skills:
• Excellent communication and interpersonal skills.
• Strong analytical and organizational skills.
• Customer-focused mindset with the ability to handle escalations effectively.