Cloud Support Engineer

• Maintain multiple customer environments.
• Update and Manage case backlog based on internal policies.
• Crisis Management - Identify any high priority issues and resolve them.
• Provide a Customer-First experience while utilizing phones and email to manage cases.
• Work cohesively with team as well as all divisions of company. Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, architecture teams, account teams, or project managers.
• Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
• Be able to listen to, accept, and follow direction from more senior engineers.
• Flexibility to be customer facing and travel to customer sites.
• Act as technical escalation for NOC, Level I & II Engineers.
• Contribute to technical knowledge base.
• Coach / Mentor NOC, Level I & II Engineers.
• Deliver trainings to NOC, Level I & Level II Engineers.
• Perform Escalation Manager duties.
• Review cases, identify trends, and drive problem resolutions.
• Perform technical review of environments transitioning from implementation team to support team.
• Deep dive technical problems and create full resolutions to issues.
• Understand how technologies work together to see bigger picture of issues.
• Review and manage top tier customer environments to prevent major issues.
• Act as final escalation point for support team.
• Be available for on-call & weekend shifts.
• Perform Customer Onboarding & Critical Account roles and responsibilities.
• Target years of experience: 4-6

• AWS experience, OCI experience a plus
• Automation focused - python, Terraform, etc.
• Bonus points if HashiCorp / CyberArk development experience

Up to $86 an hour - Contract, Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Vision insurance

AgreeYa is a global Systems Integrator and is seeking an experienced Cloud Support Engineer to join our growing team., AgreeYa is a global systems integrator delivering competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 2,200 staff across offices. AgreeYa works with 500+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public sector, Pharma & Biotech, and others. Please visit us at www.agreeya.com for more information.