Cloud Support Engineer

Our aim is to become a market leader in provision of Electric Vehicle charging solution provider to Local Authorities and Businesses as part of our strategy to lead the transition to zero carbon.

The goal is to undertake an ambitious electric vehicle charging installation program, deploying high volume and quality EV installations across the nation. Our aim is to make the world a better place, one charge point at the time.

As a Cloud Support Engineer, you will be a key member of our Platform team, focusing on the cloud infrastructure that underpins our business. You will help ensure our AWS, Entra, and related cloud environments are secure, resilient, and running smoothly. This is a hands-on, varied role where you'll work closely with developers, DevOps engineers, and other stakeholders to support, maintain, and improve our cloud platforms.

This role is suited to individuals who thrive in technical support and cloud operations, spending time checking logs and alerts, managing incidents, and ensuring the smooth day-to-day running of cloud services. The position involves regular incident response and operational troubleshooting, with frequent context switching to address a wide range of technical challenges. The work involves tackling significant problems, managing a broad scope of tasks, and adapting to ambiguity and shifting priorities as part of daily operations, helping to keep cloud services robust and the business moving forward. Experience in receiving new products or applications into service, running or supporting a service desk, and working with AWS as a primary technology is highly valued. Responsibilities include early identification of issues, mobilising the team when required and maintaining clear communication to enable others to focus on innovation and improvement. The role offers opportunities to develop backend and cloud skills and to make a meaningful impact in a fast-moving environment., The role is responsible for the following:

• Proactively monitor, maintain, and optimise our AWS, Entra, and related cloud environments to ensure security, reliability, and performance-including patching and maintaining EC2 instances and other cloud resources.
• Respond to and support incident management, troubleshooting, outage management, and root cause analysis for cloud platform issues, collaborating with DevOps and development teams as needed.
• Contribute to automation and self-service solutions to reduce manual work, improve reliability, and empower others.
• Create, update, and maintain clear documentation, runbooks, and knowledge base articles to support operational excellence and knowledge sharing.
• Continuously improve and update infrastructure and application alerts, ensuring rapid detection and response to issues before they impact customers.
• Manage and maintain cloud platform access, parameters, tokens, and permissions, supporting secure onboarding and offboarding of users and services across accounts.
• Support the adoption of best practices in security, cost management, and operational excellence across the platform team.
• Raise and manage AWS support cases, and coordinate with external support as needed to resolve issues.
• Contribute to post-incident reviews, sharing learnings and driving continuous improvement.
• Collaborate with DevOps, developers, and other stakeholders to design, implement, and support cloud-native solutions and new platform capabilities.
• Help shape and document operational processes as our company evolves our support model, embracing context switching and ambiguity as part of daily work.
• Support RfC (Request for Change) processes when required, ensuring changes are tracked and communicated.
• Escalate major incidents as appropriate, with the awareness to recognise and mobilise the team when a significant problem arises.
• Plus any other duties and support as required.

Outcome, Results and Key performance indicators:

• Secure, reliable, and well-maintained cloud environments supporting business operations.
• High availability and performance of live cloud-based applications and services.
• Timely and effective incident response and resolution of platform issues.
• Successful implementation of automation and self-service solutions to improve reliability and efficiency.
• Achievement of IT department and business goals through effective support and collaboration.

Key Relationships:

• Internal - Platform Team, Development Team, QA Team, Solution Architect, CTO
• External - AWS Support

Do you have experience in Time management?, * Background in SaaS support or technical support, with a desire to develop backend and cloud skills.

• Solid troubleshooting and debugging skills for cloud infrastructure, applications, and pipelines.
• Knowledge of monitoring, alerting, and incident response practices in cloud environments.
• Strong skills in writing, maintaining, and improving technical support documentation, including runbooks, knowledge base articles, and troubleshooting guides
• Understanding of CI/CD pipelines, repository management, and an interest in learning infrastructure as code (e.g., Terraform, CloudFormation, CDK).
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Collaborative mindset, comfortable working across teams and adapting to changing priorities.
• Familiarity with AWS services and an interest in learning more about cloud platforms (e.g., Entra/Azure).
• Experience in access management with an interest in learning management of cloud platform access, permissions, parameters, and tokens.
• Interest in learning scripting and automation (e.g., Bash, Python, PowerShell); prior experience is a bonus but not required
• Familiarity with security best practices is a bonus, but not required.
• Understanding of operating systems (Linux, Windows), patching, and administration in a cloud context.
• Growth mindset, curiosity, and willingness to learn new technologies.

Behaviours:

• Analytical problem solving
• Clear communicator (technical & non-technical)
• Incident response awareness
• Proactive issue management
• Strong attention to detail
• Resilient and calm under pressure
• Approachable and supportive team player
• Positive attitude and open to feedback
• Enthusiastic learner, keen to share knowledge
• Comfortable with ambiguity and change
• Proactive self-motivation

Qualifications:

• A degree or foundational certificate in Cloud Providers is preferred but not required
• Practical troubleshooting and support experience is preferred, * Cloud Support Engineer: 1 year (preferred)

• Bereavement leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Gym membership
• Health & wellbeing programme
• Referral programme
• Sick pay
• Work from home