Cloud Developer and Customer Support Engineer

Job Number: R0232486

Would you like to implement innovative cloud computing solutions while directly supporting customers and helping them solve complex technical problems? Do you have a deep passion and desire to engineer and operate the company's advanced cloud computing infrastructure while providing exceptional customer support? This is an exciting opportunity to use the latest cloud computing technologies to help our customers supporting U.S. government agencies implement innovative cloud computing solutions, solve technical problems, and provide responsive and professional technical support.

The team is seeking a highly skilled and motivated cloud developer who combines strong technical development capabilities with excellent customer support skills. You should have a strong desire to build an operational excellence system, be adept at troubleshooting complex system solutions, have strong development skills, and understand Linux and Windows operating systems, networking fundamentals, and multiple AWS or Azure services. We need engineers who understand the big picture of PaaS infrastructure and can simplify solutions to complex problems, all the while ensuring that our tenants continue to have the best experience possible.

As a member of the team, you will serve as a technical point of contact for our team, conducting troubleshooting sessions, and providing timely resolutions to technical issues. You'll balance proactive development work with reactive customer support, ensuring customers receive prompt, professional, and effective technical assistance. You will be expected to understand customer issues, identify root causes, and dive deep to troubleshoot and fix issues.

As an engineer, you'll build monitoring capabilities to investigate anomalies in those metrics in a timely manner and address them before they escalate into major problems. You'll also create and maintain technical documentation, runbooks, and knowledge base articles to help customers and improve team efficiency.

This role requires a balance of independent development work and collaborative customer support in a fast-paced environment where customer satisfaction is a top priority. You'll need flexibility to handle urgent customer issues while maintaining progress on development projects. Due to the nature of work performed within this facility, U.S. citizenship is required.

• 3+ years of experience with Python, and leveraging multiple services and building complex solutions with AWS or Azure
• 2+ years of experience in customer-facing technical support or customer success roles
• Experience with AWS or Azure services, Git, and IT systems engineering or administration, including Linux and Windows
• Experience implementing automation and IaC practices to streamline deployments, provisioning, and configuration management
• Experience evaluating and recommending cloud services, tools, and technologies to improve efficiency and enhance system capabilities, documenting solutions, creating knowledge base articles, and maintaining customer-facing documentation
• Experience with incident management, escalation procedures, SLA adherence, and customer support tools, including ticketing systems such as Service Now, Zendesk, or Jira Service Management
• Knowledge of multi-account or multi-tenant architecture
• Ability to manage multiple customer support cases simultaneously while maintaining high service quality, explain technical concepts to both technical and non-technical stakeholders, and remain calm and professional under pressure
• Bachelor's degree
• Certified AWS Solutions Architect or Dev Ops Engineer Certification

• Experience writing in IaC tools such as AWS Cloud Formation or Terraform
• Experience with NIST standards, CI/CD, Agile or Scrum frameworks and practices, and containerization technologies such as Docker
• Experience with customer support metrics and KPIs, including response time, resolution time, and customer satisfaction
• Experience with remote support tools, screen-sharing platforms, customer onboarding, and technical enablement
• Experience creating and delivering technical training or documentation for end users
• Kn…