OnCall Support Engineers


Job Description

Company Description

nClouds is a certified, award-winning provider of AWS and DevOps consulting and implementation services. - AWS Premier Consulting Partner. - We are an integrated team of skilled engineers, architects, developers, project managers, and sales & marketing professionals who are passionate about software excellence, innovation, and client success. We work with organizations of all sizes, in all industries, including some of the coolest startups and growth companies in Silicon Valley.

Job Description

Support Engineer is a junior-level position in nClouds Oncall Support Services team and is assigned to the engineer who has completed the initial training and probation phase. Support Engineer is directly responsible for handling alerts and tickets for the assigned clients and works under the supervision of the Senior Support Engineer.

  • First level of responder to client’s infrastructure issues, alerts, tickets and queries.
  • Ensure in-time response to client’s alerts, tickets and queries within agreed upon SLA.
  • Ensure manning of the alert management system (PagerDuty) during his/her shift.
  • Assist Senior Support Engineer in building and maintaining Runbooks of the assigned clients.
  • Create Root Cause Analysis Reports (RCAs) for major incidents that occur during his/her shift.
  • Assist Senior Support Engineer in configuring and maintaining monitoring and alerting platforms for the assigned clients infrastructure.
  • Assist Senior Support Engineer in training Trainee Support Engineers.
  • Complete assigned training and certifications.
  • Actively participate in Demos and write blog posts.

  • Good understanding of basic cloud concepts.
  • At least 1-year hands-on experience with some basic to intermediate level skills on Linux/Unix-based OS.
  • Basic to Intermediate level knowledge and some hands-on experience with AWS services like VPC, EC2, CloudWatch, CloudTrail, IAM, RDS, ECS/EKS, Lambda, Opsworks, VPN, etc.
  • Basic to Intermediate level knowledge of Shell/Bash scripting.
  • Hands-on experience and basic knowledge of Monitoring tools like Nagios, Icinga, datadog, NewRelic, Cloudwatch, etc.
  • Hands-on experience and basic knowledge of logging tools like AWS Cloudwatch logs, Papertrail, Datadog Logs, sumologic, etc.
  • Basic experience in using Alert Management Systems like PagerDuty, Opsgenie or VictorOps, etc.
  • Understanding of concepts like DevOps and SRE.
  • Ability to rotate in 24/7 shifts, including weekends.
  • Ability and hunger to learn new technologies quickly.
  • Excellent written/verbal English language communication skills.

What to Expect:

First Week

  • Start with the onboarding process incorporating you into the Support Team.
  • Set up all your accesses and security policies.
  • Learn about nClouds practices, values and solutions
  • Meet the team and get familiar with team’s schedule
  • Complete onboarding process.

First Month

  • Complete all assigned trainings
  • You are assigned to a team and required access is arranged
  • Knowledge transfer sessions with Team Lead and Senior Engineers.
  • You are added to client communication channels and also given access to client runbooks and documentation.
  • Get assigned to PagerDuty schedules and start taking alerts under supervision of Senior Engineers / Team Lead.

First 3 Months

  • Become fully ramped up and integrated into the team.
  • Start taking ownership of assigned clients and ensure timely acknowledgement and resolution of assigned alerts.
  • Assist senior engineers in investigation and creation of post-incident Root Cause Analysis (RCAs) documentation
  • Actively participate in creation and maintenance of client Runbooks and related documentation.
  • Participate proactively in internal nClouds activities like Friday Demos and regularly contribute to nClouds blog posts.

First Six Months

  • Start taking ownership of the Support team’s practices and procedures and actively participate in their improvement.
  • Take full ownership of assigned clients and ensure all required documentation is up to date.
  • In collaboration with senior engineers and SRE team, propose and implement automation of repetitive tasks to reduce/eliminate toil
  • Actively participates in meetings and other activities relating to defining, implementing and tracking team’s OKR goals.
  • Get accreditation of your skills by gaining relevant certifications.

Additional Information

Please apply only if you have at least 1 year of relevant experience and if you are good at supporting customers on their queries or helping customers to solve their technical issues.

We require a Support Engineer who should be flexible to work in a 24/7 shift rotation.

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