Cloud Engineer

Role: Senior Cloud Support Engineer Duration: 6+ Months Contract with possibility of extension Location: 100% Remote Only W2 no C2C Job Summary: Maintain multiple customer environments. Update and manage case backlog based on internal policies. Identify, prioritize, and resolve high-priority incidents through effective crisis management. Provide a customer-first experience while managing support cases via phone and email. Collaborate effectively with cross-functional teams to ensure timely issue resolution. Engage internal technical teams, architects, project managers, and account teams to troubleshoot and resolve complex issues. Deliver technical solutions that achieve issue resolution or mitigation while maintaining high customer satisfaction. Follow technical guidance and direction from senior engineers. Support customer-facing activities and travel to customer sites when required. Act as the technical escalation point for NOC, Level I, and Level II Engineers. Contribute to and maintain technical knowledge base documentation. Mentor and coach NOC, Level I, and Level II Engineers. Deliver technical training sessions to support engineers. Perform Escalation Manager responsibilities. Review support cases, identify recurring trends, and drive long-term problem resolution. Conduct technical reviews of customer environments transitioning from implementation to support. Perform deep-dive technical troubleshooting and develop complete issue resolutions. Analyze how multiple technologies interact to identify root causes and resolve complex issues. Review and proactively manage high-priority customer environments to prevent critical incidents. Serve as the final technical escalation point for the support organization. Participate in on-call rotations and weekend support as required. Perform customer onboarding and support critical customer accounts. Participate in the interview process for prospective technical candidates. Support AWS cloud environments; experience with Oracle Cloud Infrastructure (OCI) is a plus. Develop and maintain automation solutions using Python, Terraform, and related automation tools. Utilize HashiCorp and CyberArk solutions for infrastructure automation and privileged access management when applicable.