Cloud Support Engineer Lead; Azure​/SRE in Houston

Job Description

Salary: DOE

Hynes & Khater is an aviation technology and consulting firm built on a simple belief: the best solutions come from people who have actually lived the problems they're solving. We work inside complex, high‑stakes environments airlines, travel technology, enterprise platforms where the margin for error is low and the pace doesn't stop for anyone. Our team spans consulting, software development, and platform products, and we operate as true partners to the clients we serve, not vendors managing a statement of work.

We're not a big firm. We don't want to be. What we want is a team of people who are sharp, honest, curious, and genuinely invested in the outcome people who make everyone around them better just by being in the room.

We're hiring a Cloud Support Engineer Lead to own the reliability, observability, and operational health of business‑critical applications running on Microsoft Azure. This is a hands‑on leadership role you won't be managing from a distance. You'll be in the work alongside your team, diagnosing hard problems, making judgment calls under pressure, and building the processes and standards that keep complex systems running well.

The environment is real and the stakes are real. You'll be working across APIs, distributed services, and cloud infrastructure that directly supports airline operations. When something breaks, people notice. That means we need someone who stays clear‑headed when things get complicated, communicates honestly when they don't have the answer yet, and treats every incident as an opportunity to understand the system better.

You’ll lead a support team while remaining a credible technical resource yourself. You’ll partner closely with QA, development, architecture, and business stakeholders which means you’ll need to be as comfortable explaining a problem to a non‑technical audience as you are diagnosing it in Azure Monitor. And you’ll help define what good looks like for this team, not just maintain the status quo.

• Lead the design and implementation of monitoring strategies metrics, dashboards, and proactive alerting across application and API health
• Analyze system behavior, observability data, and transaction flows to diagnose issues across complex, interconnected business processes
• Lead incident response: timely resolution, honest root cause analysis, and genuine continuous improvement not just closing tickets
• Provide technical oversight and validation during deployments across development and production environments
• Coordinate daily activities of the support team including prioritization, assignment, and development of the people on it
• Establish and improve support processes, documentation standards, and operational procedures that will outlast any single incident
• Report on API performance, incident trends, and system health to both engineering and business stakeholders in each audience can use
• Build and maintain deep domain knowledge of the applications, APIs, and Azure architecture you’re supporting
• Collaborate across internal and external teams to resolve issues and close the gap between support and engineering

Technical skills matter and we’ll get to those. But the people who thrive at H&K share some things that don’t show up on a resume.

They’re honest before they’re impressive. When they don’t know something, they say so and go find out. When something went wrong on their watch, they own it and explain what they learned. They’re not trying to manage perception they’re trying to solve the problem.

They’re curious about the parts they don’t know yet. This environment spans cloud infrastructure, APIs, distributed systems, airline operations, and organizational complexity all ody walks in knowing all of it. The people who grow fastest here are the ones who find that interesting rather than overwhelming.

They’re comfortable moving before the picture is complete. We build solutions that work now and evolve over time. That means making good decisions with incomplete information, adjusting course without losing momentum, and being energized by…