Cloud Support Engineer - Managed Cloud Services

UTurn Data Solutions is looking for a Chicago-based Cloud Support Engineer to join our Managed Cloud Services team. This role is part of a dedicated support team providing 24x7 reactive incident response and infrastructure operations for our managed services customers. You’ll be on the front line responding to alerts, troubleshooting issues in customer AWS environments, and communicating clearly throughout the incident lifecycle.

We also value engineers who think beyond the immediate ticket to identify patterns, recommend improvements, and help prevent recurrence.

This role has the potential to expand into security operations as we grow our capabilities in that space.

• Respond to monitoring alerts via Pager Duty and customer-submitted tickets through our support portal
• Acknowledge, triage, and resolve infrastructure incidents within defined SLA time frames
• Troubleshoot across AWS services including EC2, ECS/EKS, RDS, Lambda, ALB/NLB, S3, Cloud Watch, Route 53, and VPC networking
• Execute defined runbook procedures and take approved remediation actions
• Escalate per the escalation matrix when issues exceed defined authority or require customer input
• Communicate status updates proactively throughout the incident lifecycle
• Manage AWS Support cases on behalf of customers
• Participate in on-call rotation (24x7 coverage model)
• Document incident timelines, actions taken, and root cause findings in the ticketing system
• Configure and maintain monitoring dashboards, alerts, and integrations in Datadog/Cloudwatch
• Identify recurring issues and recommend improvements to runbooks, monitoring, or architecture
• Collaborate with the Architect-in-Residence team on operational improvement initiatives

• AWS Solutions Architect certification (Associate or Professional)
• Hands‑on experience operating in AWS environments (multi‑account, cross‑account IAM role assumption)
• Hands‑on experience with Infrastructure as Code (Terraform, Cloud Formation)
• Experience with reactive support workflows alert response, incident triage, severity classification, SLA‑driven operations
• Strong troubleshooting skills across compute, networking, storage, and database services in AWS
• Familiarity with monitoring and alerting platforms (Datadog, Cloud Watch, Pager Duty, or equivalent)
• Ability to communicate clearly under pressure both written (ticket updates) and verbal (bridge calls)
• A proactive mindset you see the pattern behind the tickets and think about how to prevent the next one

• Experience configuring and administering Datadog (agent deployment, custom metrics, monitors, dashboards, integrations, and alert routing)
• Crowd Strike Falcon experience deployment, policy configuration, detection triage, or response workflows
• SOC experience or strong familiarity with security operations (threat detection, endpoint protection, security incident response)

• Additional AWS certifications (Sys Ops Administrator, Dev Ops Engineer, Security Specialty)
• Familiarity with container orchestration (ECS, EKS)
• Experience with Fin Ops practices or cost optimization
• Background in NOC or operations center environments with structured escalation tiers
• Familiarity with AWS security services (Guard Duty, Security Hub, Cloud Trail, IAM Access Analyzer)

Great benefits and perks including flexible hours, excellent medical, Dental/Vision, LTD/STD/AD&D/Life coverage, 401k, on‑going training, River North location or home office, transit reimbursement, and doughnuts, lots of doughnuts!

UTurn Data Solutions is a Chicago‑based Premier Tier AWS Consulting Partner focused on data strategy and AWS cloud adoption. We help commercial and public sector organizations leverage the AWS cloud to transform their data into real business value.