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 help establish and run the operational processes that keep our cloud platform stable, secure, and well-managed day-to-day. This is a hands-on role combining support and platform improvement, including managing alerts, incidents, and tickets while enhancing monitoring, alerting, and observability (e.g. AWS, Grafana)., 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
• Respond to and support incidents, outages and service issues, including troubleshooting and root cause analysis, collaborating with DevOps and development teams as needed.
• Take ownership of support tickets from start to resolution, ensuring timely follow-up and closure.
• Escalate major incidents as appropriate, with the awareness to recognise and mobilise the team when a significant problem arises.
• Design, maintain and improve alerts, monitoring and dashboards (e.g. Grafana) to ensure issues are actionable, meaningful and detected early.
• Contribute to post-incident reviews, sharing learnings and driving continuous improvement.
• Define, document, and improve operational processes for monitoring, alerting, incident response, and support workflows.
• Create, update, and maintain clear documentation, runbooks, and knowledge base articles to support operational excellence and knowledge sharing.
• Ensure all work (tickets, incidents, changes) is clearly documented, traceable, and completed to a high standard.
• Contribute to automation and self-service solutions to reduce manual work and improve reliability.
• Support adoption of best practices in security, cost management, and operational excellence.
• Manage cloud platform access, parameters, tokens, and permissions, supporting secure onboarding and offboarding of users and services across accounts.
• Raise and manage AWS support cases, and coordinate with external support as needed to resolve issues.
• Collaborate with DevOps, developers, and other stakeholders to design, implement, and support cloud-native solutions and new platform capabilities.
• Support RfC (Request for Change) processes when required, ensuring changes are tracked and communicated.
• 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.
• Consistent, timely, and well-documented resolution of incidents and support tasks.
• 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 SaaS?, You'll be expected to create and improve processes, produce clear documentation, and work independently with strong organisation and attention to detail. You will also contribute small but meaningful technical improvements and confidently communicate ideas across technical and non-technical teams., * 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.
• Experience using monitoring/observability tools (e.g. Grafana) to produce actionable insights, not just visualisations
• Familiarity with AWS services or other cloud platforms (e.g., Entra/Azure).
• Understanding of operating systems (Linux, Windows) and cloud based administration.
• Experience creating or improving operational processes and runbooks.
• Strong technical documentation skills (runbooks, knowledge base, trouble shooting guides, improvement proposals)
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Understanding of CI/CD pipelines and source control (e.g. Git)
• Awareness of infrastructure as code (e.g., Terraform, CloudFormation, CDK).
• Awareness of scripting and automation (e.g., Bash, Python, PowerShell)
• Understanding of access management, permissions, parameters, and tokens.
• Ability to work independently and prioritise a steady flow of support work
• Collaborative mindset, comfortable working across teams.
• Proactive approach with a willingness to learn and develop cloud and platform skills

Behaviours:

• Strong attention to detail
• Organisation & time management
• Multi-tasking & prioritisation
• Ownership & accountability
• Independent working
• Analytical problem solving
• Process creation & continuous improvement
• Clear written & verbal communication (technical and non-technical)
• Proactive self-motivation
• Resilient and calm under pressure
• Positive attitude and open to feedback
• Enthusiastic learner
• Approachable and supportive team player

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)

Pulled from the full job description

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