Infrastructure Support Engineer II

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of and address daily cloud operational requests across AWS, Azure, and Google Cloud, encompassing access, identity, account lifecycle, and resource inquiries.

• Provide assistance for the internal AI platform, which includes managing access and keys, addressing usage and quota inquiries, model availability, and onboarding new teams.

• Offer support for on-premises private cloud and Cloudera platform deployments, managing user access, environmental queries, and documented break-fix procedures.

• Triage, diagnose, and resolve Tier 1 and Tier 2 issues, escalating with supporting evidence when input from platform engineering or architecture is required.

• Implement documented changes in the cloud environment and submit straightforward infrastructure-as-code changes for evaluation.

• Create and maintain runbooks and knowledge base articles.

• Utilize AI-assisted tools to triage, investigate, and draft solutions while ensuring the accuracy of responses.

• Ensure the accuracy of configuration management data and service catalog entries.

• Maintain contributions to Infrastructure-As-Code and GitHub workflows.

• Address initial cloud cost and tagging queries, escalating complex optimization tasks to the FinOps team.

• Manage handovers across different time zones.

• Identify requests that can be automated and propose solutions to eliminate them.

⛳️ Requirements

• Two to four years of experience in cloud operations, infrastructure support, or IT support, in both cloud and on-premises environments.

• Proficient knowledge of AWS, along with Azure or Google Cloud.

• Experience managing a ticket queue in a service management tool, preferably ServiceNow.

• Proficient with command line operations and Linux.

• Strong written communication skills.

• Proven ability to adhere to documented processes accurately and enhance them where necessary.

• Interest in identity and access management concepts, including SSO, IAM, and single sign-on group management.

• Nice to have: Familiarity with GitHub, Terraform, or other infrastructure as code tools.

• Nice to have: Knowledge of cloud cost management or FinOps practices.

• Nice to have: Experience utilizing AI or large language model tools in a professional context.

• Nice to have: An associate-level cloud certification.

🏝️ Benefits

• Generous PTO Policy.

• Unplugged Days to support work-life balance.

• Flexible Work From Home Policy.

• Mental and Physical Wellness programs.

• Phone and Internet Reimbursement program.

• Access to Continued Career Development opportunities.

• Comprehensive Benefits and Competitive Compensation Packages.

• Paid Volunteer Time.

• Employee Resource Groups.