Cloud Support Engineer

Swoon is partnering with a Fortune 100 industry leader to hire a Cloud Support Engineer for a hybrid opportunity based in one of their key tech hubs: Peoria, Chicago, or Dallas. This initial one-year contract offers the chance to step into a long-term role supporting critical cloud infrastructure and applications, including a flagship internal product. With the current resource set to retire at the end of June, the ideal candidate will onboard quickly to ensure a smooth transition and knowledge handoff, joining a collaborative global team dedicated to delivering reliable, scalable cloud solutions.

Here are the details:

Long term contract. Former resource has been there for years but he is retiring. He leaves at end of June. They would love for him to have some time with this new person.

Location: Will be in a client hub (Peoria, Chicago, Dallas). This will be hybrid with some in office days.

Pay Rate: $40-45/hr W2, open to C2C, Self-Corporation candidates as well

Overview:

Looking for AWS and Azure experience if at all possible.

This person provides support to internal tickets and offers resolution of technical issues with their product called Sys2

Having the ability to respond in written form in a way that is articulate to less technical folks is a great skill for this role.

Typical task breakdown:

Monitor and provide customer-facing support for cloud-based application, services, and infrastructure

Determine operational priorities of work backlog items

Participate in root cause corrective action projects and drive continuous product improvement

Maintain strong ownership over incident and problem management, and ensure that issues are tracked to closure

Track new feature releases to production and ensure knowledge transition from development team takes place prior to each release

Strive to make troubleshooting and issue resolution a priority to adhere to defined enterprise OLAs (Operational Level Agreements)

Participate in on-call support rotation and respond to priority alerts with appropriate urgency

Technical Skills

(Required)

AWS tools including Cloudwatch and Lambda service

Ticketing tools such as ServiceNow or Salesforce

Monitoring tools such as Kibana or Grafana

(Desired)

Microsoft Azure, PowerShell, SQL, JSON, Python, Apigee, Postman, and Snowflake

DynamoDB / NoSQL, RDS, IAM

Skills:

3-5 years of customer-facing technical support experience

2-3 years’ experience with Microsoft Azure services including PaaS (Azure App Services) and Azure DevOps

1-2 years’ experience with AWS services such as EC2, S3, Lambda, RDS, IAM, and CloudWatch

Experience with monitoring tools such as CloudWatch, App Insights, Grafana, and Kibana

Experience with ITSM / customer ticketing systems such as ServiceNow and Salesforce

Experience with at least one technology stack designing, coding, testing, and delivering software

Working knowledge of infrastructure components such as routers, switches, firewalls, load balancers, and DNS

Working knowledge of databases including structures, relational concepts, and queries

Expertise with implementing best security models and practices

Top candidates will also have experience with JSON, Java, PowerShell, and Python

Soft Skills:

Troubleshoot priority incidents, facilitate blameless post-mortems and ensure permanent closure of incidents

Engage with development team throughout the product lifecycle to help develop software for reliability and scale, ensuring minimal refactoring or changes

Identify application patterns and analytics in support of better service level objectives

Ability to communicate technical matters in a clear and concise manner in both written and verbal form, making sure to modify appropriately based on both audience and urgency

Build strong relationships with operations and support team members within US, Europe, and India

Maintain flexible work schedule to maximize overlap with international colleagues for engagement and execution

Train and coach less experienced team members

Possess a relentless desire to help our customers by providing thorough solutions to their technical challenges