Thought Machine
Cloud Support Engineer (Spanish Speaking)
Location: Miami, United States Division: Client Services Being part of a multi-region Cloud Support Engineer shift pattern to ensure global 24x7 client coverage. Understanding, investigating, and resolving client technical queries and issues. Validating core infrastructure, platform, and banking layer issues. Reviewing logs, alerts, and traces to spot anomalies and progress investigations. Analyzing internal and client-hosted observability tools. Owning assigned tickets and ensuring clients are updated on the incidents' progress, timeframes, and resolution plans. Working with L3 engineering support in line with agreed service levels. Collaborating with the wider engineering teams, obtaining a deep technical understanding of Vault and associated roadmap. Provisioning cloud infrastructure from account creation through to production cluster management for our SaaS product. Performing major and minor product upgrades and releases for our SaaS product. Assisting clients with installing and configuring the product following best practices. Working with Engineers and Client Success Managers to conduct root cause analysis on technical issues. Hands-on experience with Kubernetes or other container orchestration tools such as OpenShift or Docker Swarm to at least CKAD level. Exposure to CI/CD pipelines such as Jenkins, ArgoCD, etc.
Location: Miami, United States Division: Client Services Being part of a multi-region Cloud Support Engineer shift pattern to ensure global 24x7 client coverage. Understanding, investigating, and resolving client technical queries and issues. Validating core infrastructure, platform, and banking layer issues. Reviewing logs, alerts, and traces to spot anomalies and progress investigations. Analyzing internal and client-hosted observability tools. Owning assigned tickets and ensuring clients are updated on the incidents' progress, timeframes, and resolution plans. Working with L3 engineering support in line with agreed service levels. Collaborating with the wider engineering teams, obtaining a deep technical understanding of Vault and associated roadmap. Provisioning cloud infrastructure from account creation through to production cluster management for our SaaS product. Performing major and minor product upgrades and releases for our SaaS product. Assisting clients with installing and configuring the product following best practices. Working with Engineers and Client Success Managers to conduct root cause analysis on technical issues. Hands-on experience with Kubernetes or other container orchestration tools such as OpenShift or Docker Swarm to at least CKAD level. Exposure to CI/CD pipelines such as Jenkins, ArgoCD, etc.