Cloud Support Engineer

We are looking for an Cloud Support Engineer to provide high-quality operational support for one of our large MSP clients based in London. The role involves managing incidents, requests, monitoring, documentation, and contributing to continuous service improvement. You will work closely with customers, internal teams, and senior engineers to ensure reliable, secure, and cost-efficient cloud operations., Operational Support

• Support and maintain AWS environments, ensuring stability, security, performance, and cost efficiency.
• Handle incidents, requests, and change implementations within SLA.
• Perform trend analysis, root cause investigations, and maintain a knowledge base.

Monitoring & Automation

• Proactively monitor AWS infrastructure, respond to alerts, and assist with automation initiatives to improve efficiency.

Client Engagement

• Assist in onboarding new customers and contribute to client meetings with insights and recommendations.
• Maintain clear, accurate documentation of environments and processes.

Service Improvement

• Support senior engineers with optimisation, automation, and continuous improvement activities.

Shifts & On-Call

• Participate in rotating early/day/late shifts and the on-call rota as the first point of escalation for critical issues.

• Hands-on experience with AWS services and awareness of AWS Well-Architected and governance best practices.
• Proficiency with Terraform or CloudFormation (mandatory).
• Experience using monitoring tools for cloud environments.
• Basic scripting (Python, Bash) is preferred.

Candidate Profile

• Customer-focused with strong communication and problem-solving skills.
• Minimum 6 months in a technical support role, ideally within a Managed Service Provider.
• Familiarity with AWS and commitment to achieving the AWS Solutions Architect Associate certification within 3 months.